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• Basingstoke
• Posted 5th Oct 2010
• 
• Posted by: First Option Recruitment Limited - Basingstoke
• Salary: £25,000
• Job Type: Permanent
• Address: 6a London Street
  Basingstoke
  Hampshire
  RG21 7NU
  
• Reference: 8975
• This job has been viewed 98 times since it was posted.

Job Description

PLEASE DO NOT APPLY IF YOU DO NOT HAVE RELEVENT EXPERIENCE, THIS IS A LIVE OUT ROLE THEREFORE TRANSPORT WILL BE ESSENTIAL

Overview of Role:

To accept guest reservations and group bookings at all times offering the highest standards of customer service ensuring accuracy and attention to detail

Hospitality & Service

To ensure the highest quality of guest service standards are adhered to by the Reservations staff, using the AA guidelines and the understood expectations for a 4 Red Star Hotel as well as the Guest Satisfaction Surveys and Mystery ‘Shopper’ (Maxima) reports

To ensure that all new Reservations Staff receive a comprehensive induction with sufficient time spent in other departments to enable them to fully understand how their role interacts across departments

To ensure that Standards of Procedure (SOPs) are continually updated to match any changes and to ensure that staff are adhering to these

To ensure that all Reservations Staff are in the correct uniform, well presented (as per the Uniform Policy) and that any replacement or new uniforms are dealt with immediately

To be competent and confident, and able to train in the use of all the IT systems currently used at reception and ensure that all the equipment is functioning/operating correctly and to be able to fix or arrange as necessary

To take full and overall responsibility for the Reservations Department and resolve problems/issues therein with the assistance of the Rooms Division Manager

People Management & Development To ensure, in conjunction with the Personnel Manager and the Rooms Division Manager that an effective recruitment strategy is operating and that induction and training programmes are in place that both meet the needs of the department and the employee

To carry out proactive Performance Reviews of the Reservations Staff and to motivate staff towards the Hotel’s Objectives and their own careers

To ensure that all new employees are receiving the correct Pastoral Care

To promote and encourage an environment of respect and teamwork within the department and towards all other departments/employees

Business Development

To attend and be a proactive member of the Yield Management Team for the Hotel and to ensure that the Reservations Supervisor is able to deputise in your absence e.g.; for Holiday cover To ensure that Reservations Staff are efficient and competent in Sales tasks and understand the selling strategies as set out by the Yield Management Team To aid, in conjunction with the Rooms Division Manager in setting the Hotel’s Business Objectives To encourage and nurture new ideas/procedures that are deemed beneficial to the development of the hotel’s business and sales

Financial Management

To control all purchasing to be within the Department’s budget as set out in the Business Plan

To control all wage costs in line with the wage cost percentages, as set out in the Business Plan

To ensure that all guest and function billing is accurate, room rates are checked, pro forma invoices and re-charges to guests (eg: flowers, champagne etc) are correct, with any applicable mark ups applied

To reconcile all commission claims

To prepare all the appropriate reports to aid in the Sales and Yield strategies

Communication

To attend the monthly Heads of Department and Rooms Division meetings, and to attend the weekly Yield meetings, ensuring that meetings are effectively delegated to the Reservations Supervisor who is able to deputise in your absence e.g.; for Holiday cover To understand and ensure that the Reservations team have a full and comprehensive knowledge of the product/business To ensure that there is a monthly team meeting with notes/actions being copied to the Rooms Division Manager, Deputy General Manager and the General Manager To ensure that all guest feedback is relayed to the team or appropriate team member and any action necessary is taken

Sustainability, Health & Safety

To ensure you encourage/train your department to help meet/exceed the hotel’s recycling target percentages of total waste as set out in the Business Plan, during the financial year To ensure any sustainability, H&S action points or accident investigations you are issued with are completed in a timely manner and report back to the GM/DGM with results To ensure you attend all H&S Meetings and Training and that your department folder is kept to up to date throughout the year To be a qualified First Aider and a Fire Marshall – Training will be organised by the Hotel

Planning & Organising

To effectively plan the departmental rota taking into consideration training, meetings and other departments needs and gain approval for the rota on a weekly basis from the Rooms Division Manager To effectively plan the departmental holidays throughout the year and justify any shortfall in allocation to the Rooms Division Manager on a monthly basis All reports presented are accurate and done so in a timely manner