Receptionist Supervisor
As Reception Supervisor, you will play a pivotal role in creating exceptional guest experiences by overseeing all guest transactions, providing expert advice, and offering valuable local insights. With a people-first approach, you will proactively anticipate guest needs, ensuring every detail contributes to a seamless and memorable stay. Demonstrating integrity, you will prioritise the safety and security of both guests and the hotel, adhering to all established protocols. Your expertise will be evident in your ability to manage guest interactions effectively, uphold the highest standards of hospitality, and extend a warm welcome at all times. In partnership with other departments, you will ensure the efficient execution of all relevant procedures as defined by the hotel and the company.
About the role
Key Accountabilities
Effectively and efficiently manage the daily operations of the Reception, demonstrating expertise in all front office procedures.
Provide seamless support to the Front Office Manager in all relevant duties, fostering a strong partnership.
Maintain comprehensive knowledge of all front office operating systems, demonstrating expertise and ensuring efficient service delivery.
Execute efficient, courteous check-in and check-out procedures, assisting with luggage as needed, and prioritising guest satisfaction.
Ensure the night team is fully briefed and adheres to established standards.
Establish and maintain a friendly, helpful, and professional demeanour toward all guests and staff, fostering a welcoming atmosphere.
Proactively anticipate guest needs and respond promptly to enhance guest satisfaction.
Acknowledge and recognise VIP and returning guests, both in person and over the phone, demonstrating personalised service.
Maintain a thorough understanding of hotel facilities, services, and promotions, proactively sharing this information with guests to enhance their experience.
Act as a trusted point of contact for guests, assisting with various requests, from billing inquiries to local area information, escalating issues to management as necessary.
Support the Front Office Manager in the development of the Front Office team through active coaching on customer care skills, departmental procedures, and best practices, fostering a culture of continuous improvement.
Ensure consistent adherence to handover procedures, facilitating the accurate and timely transfer of essential information between shifts.
Alongside the Front Office Manager, actively contribute to the development of new team members, providing guidance and support during their onboarding process.
Foster a collaborative and inclusive team environment, working effectively with colleagues from diverse backgrounds and perspectives.
Maintain robust control systems to ensure accurate revenue charging and secure handling of all monies, upholding financial integrity.
Prioritise the safety and security of guests and hotel property by strictly adhering to all safety procedures and reporting any incidents appropriately.
Willingly undertake additional responsibilities as directed by your line manager to support business goals.
Company Benefits:
As an award-winning, family-owned hotel, we offer our staff the chance to become “part of the family!” Your employee benefits will include:
Competitive salary.
Internal growth and development opportunities.
28 days' holiday for full-time staff.
Departmental incentives.
Discounted friends and family rates.
What you will need
Required criteria
- Ability to work well under pressure in a fast-paced environment.
- A positive and friendly attitude.
- A good multi-tasker.
- A good level of spoken English is essential.
Desired criteria
- Previous experience in a similar role is preferred.
Professional skills you’ll need for this job opportunity
Establishing Rapport With Clients
Ability to Identify and Anticipate needs
Exceptional Customer Service Skills
Reception skills
Reservation skills
The Malone Hotel
The Malone is a veritable secret, a hidden treasure boasting everything you want in a hotel: spacious bedrooms and suites, function rooms for inspirational wedding celebrations or corporate events and the very best of that famous Irish hospitality, every step of your stay. The Guinness is perfectly poured in our Greyhound bar – enjoy with some smoked salmon and wheaten bread or indulge in a meal to remember in the Gallery Restaurant. Here at The Malone, we have generations of experience in welcoming guests. First opened in 1945 as ‘The Bowness’, for the last 30 years, The Malone has been owned and run by two generations of the Macklin family. Relax and unwind with us. A warm Irish welcome to you!
We are always looking for enthusiastic and talented individuals to join our team. As a family owned hotel, you're not only part of the team, you're part of the family. Our commitment to our people is to deliver a great place to not only work, but thrive. Relationships are important to us, those we have with our guests and with one another. The Malone inspires its teams to live by the company's core values; - Treat people really well - Openness, trust and understanding - The highest standards - Perseverance and enjoyment - One step ahead - Flexibility Internal development and progression is key to our success, having been in business for 30 years.
Our benefits
We believe everyone has the right to grow and develop and we actively encourage those who want to make a career in hospitality, with internal and external training. Employees have the opportunity to enjoy a variety of benefits whilst working at The Malone Hotel.