About this role
Head of Reception Full Time 40 Hours Per Week, Rate £15.34 per hour. We are now recruiting for a Head of Reception for The Kenmore Club situated in a beautiful Scottish village of the same name nestled on the shores of Loch Tay. The successful candidate will join our team at a very exciting time as we transition to being part of the Hilton Group under the vacation ownership umbrella of Hilton Grand Vacations.
Responsibilities: As Head of Reception you will lead a team of receptionists and night auditors who provide a 24 hour Reception service to our Owners, Members and Guests staying at the resort and ensure that the “Stay Vacationed™” service culture is followed at all levels. Reporting to the Resort Manager, the main job duties are:
• To manage the Reception Team on a daily basis in line with the company standards of service excellence. • To manage reservations and pre-arrival requests, ensuring that guest expectations are met and exceeded. • To recruit, train and develop the Reception team • To liaise with other Head of Departments to ensure exceptional service levels are consistently delivered to guests. • To organize the Reception shifts and work planning. • To manage the Reception budget in terms of expenses and revenue. • Present a welcoming impression to guests by all reception staff both on the telephone and in person. • Review and implement internal procedures as required, to optimize the operational efficiency of the Reception division. • To ensure that any concerns raised by owners, members and guests staying at the resort is communicated to the relevant division and followed up on to ensure clients satisfaction. • To consistently communicate with the Resort Manager regarding any areas of opportunity and on-going updates. • Other duties assigned. The role requires the successful candidate to work 40 hours per week on a shift/rota basis to include mornings, evenings and some bank holidays. The successful candidate can expect to benefit from a range of benefits including:
• Resort privilege program/Employee discount • Referral programme • Generous holiday entitlement • Access to Employee Assistance Program (EAP) • Free parking
Skills and experience required to fulfil this role:
• At least 3 years previous experience in a similar role. • Ability to motivate and lead a team. • Ability to multi task and work under pressure. • Good working knowledge of Microsoft Office. • Competency in cash handling, banking reconciliations and budgetary control. • Excellent communication skills both written and verbal.