Head of Reception

Head of Reception – £30388 per annum

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.

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.

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.

In turn, 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