Reception Supervisor

As a Reception Supervisor, you will play a pivotal role in ensuring our guests receive exceptional service and that the reception operates efficiently. This multifaceted role encompasses overseeing the preparation of accurate and up-to-date reports, monitoring and managing the reception area to consistently deliver exceptional customer service (including addressing any guest complaints or concerns promptly), reconciling daily point-of-sale accounts with a meticulous eye for discrepancies, maximizing room occupancy by overseeing room operations, collaborating with housekeeping on cleanliness, and managing bookings. You will also act as a liaison for maintenance, coordinating with management to address any maintenance or malfunctioning equipment within the hotel.

Furthermore, you will be instrumental in building a strong foundation of character development within the organization by embodying Mad Monkey core values: Curiosity, Positivity, Courage, Sincerity, Family Spirit, and Diversity, Inclusion, and Sustainability. Your commitment to these values will contribute to creating a positive and inclusive work culture that promotes growth, innovation, and success.

Responsibilities

Warmly greet Mad Monkey guests upon arrival, address their questions, and answer inquiries over the phone.

Inform guests about hotel services, tours, and accommodation rates. Make reservations according to their needs and promptly update the system upon cancellations to avoid confusion.

Build rapport with guests, ensuring their comfort. Address any complaints courteously and efficiently, prioritizing the hotel's positive image.

Maintain clear and comprehensive records of guest room bookings and all billings for future reference.

Ensure orderliness by organizing documents and keeping the front desk area clean and professional.

Handle all room booking inquiries, whether online, by phone, or in person, promptly to avoid delays and maintain smooth hotel operations.

Report any maintenance issues or malfunctioning appliances to the General Manager for prompt repair, ensuring guest comfort and satisfaction.

Train new receptionists on front-office tasks. Oversee team member performance daily.

Schedule shifts, arrange replacements for absences, and ensure team members understand front office standards.

Motivate reception staff and effectively resolve any job-related issues that may arise.

Respond to guest complaints and special requests in accordance with the General Manager's guidelines.

Health and Safety

Proactively support the company's health and safety program.

Ensure all team members understand their health and safety responsibilities as outlined in the company's Health and Safety Policy, and monitor compliance with its procedures.

Be aware of and comply with safe working practices as laid down in the Health and Safety Policy applicable to your workplace. This includes awareness of any specific hazards.

Report any building, plant, or equipment defects according to hostel procedures.

Ensure immediate reporting of any accidents involving team members, customers, or visitors according to established procedures. Promote awareness of these procedures across the division.

Attend mandatory fire and relevant health and safety training.

Be fully conversant with and abide by all fire and health and safety rules. Ensure effective management of these aspects across the operation.

Maintain thorough familiarity with all risk assessments for your departments, COSHH regulations, and fire/bomb procedures.

Ensure your team stays up-to-date and proactively manages their responsibilities in these areas.

Skills and Qualifications

Experience in a hospitality or customer service role.

Excellent communication and interpersonal skills to effectively interact with guests and team members.

Strong organizational skills to manage multiple tasks efficiently and maintain clear records.

Proficiency in reservation management systems and relevant hospitality software.

Ability to prioritize and work effectively under pressure in a fast-paced environment.

Problem-solving skills to address guest concerns and find solutions.

Teamwork and leadership skills to motivate and collaborate with colleagues.

Positive and enthusiastic personality to create a welcoming and inviting atmosphere for Mad Monkey guests.

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