Reception Manager

Oxfords 17thcentury Old Parsonage Hotel combines original charm and character with all the luxury amenities and technology available to an independently owned 5star hotel. Best known by locals and visitors alike for its eclectic country house allure chic modern interiors and striking 20thcentury portraits the Old Parsonage is a luxury homefromhome with impeccable hospitality.

The Old Parsonage Hotel is part of The Oxford Collection; a small independently owned group of luxury hotels and restaurants in central Oxford comprising Gees Restaurant & Bar the Old Parsonage Hotel Parsonage Grill the Old Bank Hotel and Quod Restaurant & Bar.

We offer support training and development opportunities to help your career flourish. We believe that investment in each and every one of our collectives is key to the success of our business and the happiness of our customers. As a member of our team we are looking for an exceptional candidate who shares these values.

We are looking for a Reception Manager to join our Reception team at the Old Parsonage Hotel.

Key skills required:

• Strong communication and organisational skills
• Ability to deliver exceptional customer service and anticipate guests needs
• Positive cando attitude with a yes mentality extremely service orientated proactive and decisive
• High attention to detail and fivestar standards
• Comprehensive knowledge of all reception activities and duties
• Good numeracy skills a strong personality and confidence in dealing with highlevel clientele
• A proven track record of team management within luxury hospitality/hotels
• Ability to work well under pressure keep calm and act responsibly in cases of emergency
• A strong communicator with a high command of written and spoken English

Key requirements and responsibilities of the Reception Manager:

• Support and encourage a culture of impeccably high standards flawless customer service and meaningful guest interaction.
• Focus on being a presence front of house greeting arriving and departing guests whether they be resident or nonresident to thank them and obtain feedback regarding their stay.
• Be proactive in walking around the hotel and noting any observations to Heads of Department and the Maintenance team.
• Support the hotel revenue management strategy. Attend weekly meetings to review reservations performance against budgeted turnover.
• Encourage repeat guests to book direct in order to reduce commissions and obtain feedback regarding our booking processes.
• Assist with reservations capturing as much information as possible and ensure the details of every reservation are accurate.
• Adhere to credit policies to ensure all revenue expected is received.
• Responsible for the efficient and safe handling of all cash and credit card transactions together with all floats.
• Ensure the Night Audit is carried out by the Night Supervisor at the end of every working day and all necessary reports are prepared and distributed.
• Accountable for the financial control of the Front Office department including all wages and semidirect costs.
• With support of the General Manager to manage all aspects of Access People system for the reception teamrotas absences holidays sickness.
• Promptly and efficiently tackle any guest complaints or queries. Discuss all serious complaints with the Director of Operations and/or General Manager.
• Encourage the team to respect guest confidentiality and GDPR regulations at all times to be discreet professional and positive when referring to or sharing information related to our guests.
• Ensure the highest level of security is maintained with regards to master keys guest room and vehicle keys.

Leadership & Communication

• Responsible for the management and operational performance of the reception team follow the company HR lifecycle.
• Preempt and adapt front office staffing levels according to business levels. Communicate regularly with General Manager and HR to discuss recruitment and training needs. Manage team recruitment process via Recruit Genie system with support of General Manager.
• Ensure all employee records are kept and shared with HR in relation to managing team performance i.e. probationary performance reviews1s Job Chats return to work meetings following sickness.

General:

• Attend the weekly management meetings for the hotel disclose weekly revenue figures internal operational or HR issues and guest feedback.
• Maintain open and forthright lines of communication about the reception department with the General Manager.
• Ensure a safe and secure environment for guests staff and visitors is maintained at all times by ensuring that all H&S guidelines and policies are diligently followed.

We offer a flexible shift pattern working 5 days out of 7 per week on a MondaySunday rota. You will be offered an OTE up to 34000 per annum depending on experience including noncontractual service charge (tronc).

Reception Manager Benefits:

• Meals on duty
• 50 discount on food within our restaurants
• Complimentary Managers meal within one of our restaurants every six months
• Up to 700 recruitment incentive
• Membership to our Employee Assistance Program with Hospitality Action
• Pension scheme
• Uniform Allowance
• Opportunities to develop within the Company
• 28 days holiday inclusive of bank holidays per annum
• A paid day off on your birthday
• Team awards and prizes
• Hospitality Rewards: offering discounted gym membership highstreet and online shopping discounts discounted vouchers a cashback card and 24/7 online GP service

Eligibility to work within the UK must be proven and two references should be available on request.