Salary/Benefits: Competitive Salary and excellent company Benefits and perks
Contract type: Permanent
Hours: Full Time
Shift pattern: 5 days from 7
Hours per week: 40
Role Overview:
As Reception Manager you will impact and influence key decisions and strategies within the business. As part of the senior leadership team, this highly visible role will be responsible for overseeing and coordinating the customer journey from arrival through departure and all in stay requirements. Working closely with the General Manager and Operations Manager this position will be expected to lead on the implementation and execution of all front office customer delivery strategies.
You will embrace every opportunity to create extra special moments for our guests to provide a personal experience our guests will want to share.
Main Responsibilities:
- Developing and implementing departmental strategies that will grow customer performance and excellence delivery
- High visibility during key guest demand periods delivering a total lobby experience
- Delivery of monthly Net Promoter and Guest Review Index arrival/in stay/departure targets
- Ownership of the full arrival/in stay/post stay services feedback
- Ownership and measurement of customer preferences profiling in the PMS
- Delivery of over 90% completed Management response on Review Pro
- Responsible for creation, management, and fulfilment of departmental budgets
- Delivery of suggestive upselling training forming part of guest value proposition
- Hosting of weekly and monthly strategy meetings with operational teams and General Manager reviewing key metrics and performance indicators
- Daily / weekly payroll cost analysis in accordance with forecasted and materialised occupancies to ensure optimal performance and immediate overspend correction
About you:
We love to welcome people with different experiences and from different places into our Green family. We want to ensure you get the best experience from the role you begin your journey with us in. To excel within this role, you will have:
- Customer centric driven with a clear focus and ability to enhance the customer journey
- Clear and influencing communicator with the ability to interact across all levels
- Ability to adapt and drive a continuous growth and transformational mindset
- Identifies and manages best resources to achieve targets
- A strong understanding of related Health and Safety requirements
- Coaching, supporting and challenging approach to deliver operational target
