Department: Front Office
Reports to: Front Office Manager
Hours: 38.75 hours a week working pattern for a fixed-term of 12 months
As a Reservationist you will be responsible for assisting in the Front Office team with a focus on making reservations and taking reservation enquiries for our members in an efficient and professional manner.
Guest/Member relations: develop, improve and maintain standards.
Sale of Club shop items & guest supplies.
Liaison with other departments to meet guest/member requirements.
Perform all jobs within the Front Desk, as per rota.
Daily control of the Reservation procedures to ensure the smooth running of the entire operation.
Supporting the front desk team with check in and check out if needed.
Ensure that all Front Office areas have an atmosphere that is conducive to the overall member experience and to the delivery of outstanding hospitality and customer service.
Respond effectively to and resolve Member complaints/issues. Report as necessary & take action to avoid similar future problems.
Report any incident in the Club in the DM log.
Monitor and improve the attendance & time keeping (for shifts, meetings and training) of all Front Office staff in accordance with reception policy (whilst presenting yourself as a role-model).
Ensure you attend any mandatory training sessions. Periodically update training plans.
Improve and maintain open, collaborative team-working relationships amongst front office staff.
Ensure regular on-going upward & downward communication to/from FO staff in all business areas (& horizontal communication & information-sharing between departments to aid cooperation).
Procedures & Policy Management:
Ensure adherence with all credit policies/procedures, daily banking reconciliation to avoid and reduce monies discrepancies.
Daily postings and ensure all relevant paperwork is correctly completed.
Ensuring cash in/out are done accordingly.
Management of Front Desk Resources:
Assist with Security ensuring fire equipment is working & appropriately maintained in accordance with fire procedures.
Assist with IT ensuring all computer and software equipment is working.
Assist with Security in maintaining door alarm routines & systems.
Assist Security in maintaining surveillance equipment routines and systems.
Attend and participate in monthly departmental meetings, daily meetings and group staff Cover shifts as per rota.
Check daily DM log.
Support Front desk team with check in and out if needed.
To cover front desk while receptionist haver their lunch or dinner break.
Awareness & adherence to policies & procedures in the staff handbook, & in particular with regards to H&S, fire, anti-terrorism regulations and relevant legislation in these areas.
Updating monthly reports and having an understanding of our budget and P&L.