Novotel/Ibis Reception Team Leader

Job description

Key tasks

We are a combo operation between Novotel Manchester centre and Ibis Portland street looking for a fun loving, friendly person to join our reception team. Experience in a reception or sales position would be a plus but is not a necessity. The key tasks of the job are as follows:

Customer relations
• Develops quality relationships with guests, from the moment they arrive and throughout their stay, in order to foster loyalty.
• Anticipates guests' needs respecting the reservation requests
• Handle all guest complaints in house before the guest leaves the hotel
• Conveys a positive image of the hotel and brand
• Maintain confidentiality of guest information
Professional techniques:
• Organizes guest arrivals and departures
• Handle phone calls in a friendly and timely manner
• Ensures that information is passed on to other departments as necessary (floor staff, technical team etc) and to the other members of the department
• Keeps track of the standard of services delivered, based on guest comments and quality audits
• Handle reservations as required. Enters all bookings in Tars Web
• Attend team meetings and make contribution to improve performance
•Embrace the Heartist Culture, leading by example
.Lead and motivate the Reception Team
.Work alongside the Assistant Front Office Manager and Front Office Manager to train, guide and support the team

Commercial / Sales
• Encourages synergy within the marketplace by applying the inter-hotel referral policy,
• Promotes the brand loyalty program Le Club Accor and achieves personal and team objective
• Promotes the hotel's range of services in order to increase sales