Job Description

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.