Experienced Hotel Reception Supervisor

About the Position

The Grand Hotel Malahide, a prestigious 4-star establishment, is seeking a seasoned Hotel Reception Supervisor to join our team. This pivotal role involves ensuring seamless daily front office operations while delivering outstanding guest experiences.

Key Responsibilities

• Oversee and support the Reception team during daily shifts to maintain efficiency and superior service quality.
• Lead by example, providing a professional, welcoming, and friendly service to all guests.
• Assist with efficient guest check-in and check-out procedures ensuring accuracy throughout.
• Address guest inquiries, requests, and complaints professionally, ensuring satisfactory resolutions and follow-ups.
• Manage reservations, including room assignments, changes, and cancellations, to maximize occupancy and customer satisfaction.
• Monitor daily arrivals, departures, VIP guests, and special requests to ensure smooth operations.
• Verify that guest accounts, payments, and cash handling processes are conducted accurately and securely.
• Collaborate with departments such as Housekeeping, Reservations, Food & Beverage, and Maintenance to facilitate smooth hotel service.
• Conduct clear and thorough shift handovers to maintain continuity across teams.
• Ensure strict adherence to hotel policies, reception procedures, and company standards at all times.
• Participate in training, coaching, and onboarding of new team members to maintain high performance levels.
• Assist Front Office Manager with staff performance reviews and ongoing professional development.
• Maintain the Reception area's presentation to uphold an inviting and professional environment.
• Promote hotel amenities, services, and local attractions to guests to enhance their experience.
• Identify and leverage revenue opportunities through upselling upgrades and additional services.
• Respond promptly to operational issues and escalate to management when necessary.
• Support opening and closing duties ensuring compliance with health, safety, security, and data protection regulations.
• Complete all required reports and administrative tasks accurately and timely.
• Provide daily operational support to the Front Office Manager and hotel management team.
• Perform any other reasonable duties essential to the successful hotel operation.

Candidate Profile

• Proven experience in hotel Reception or Front Office roles is mandatory.
• Previous supervisory experience within a hotel setting is highly desired.
• Solid understanding of Front Office operations and general hotel management processes.
• Excellent communication and interpersonal skills.
• Strong leadership skills with the ability to manage and motivate a team effectively.
• Exceptional customer service competencies coupled with a genuine enthusiasm for hospitality.
• Confidence in handling guest complaints and resolving challenging situations tactfully.
• Good organizational abilities and problem-solving aptitude.
• Keen attention to detail and capacity to operate under pressure.
• Familiarity with hotel Property Management Systems (PMS) and standard computer applications.
• Strong aptitude for cash handling and administrative responsibilities.
• Professional, positive attitude with approachability.
• Ability to work autonomously as well as collaboratively within a team environment.
• Availability to work flexible hours including evenings, weekends, and public holidays.

Benefits and Perks

• Competitive remuneration package accompanied by flexible scheduling options.
• Access to training programs and career advancement opportunities.
• Meals provided during duty hours.
• Staff, family and friends discounts applicable across the FBD Hotels Group.
• 15% discount on FBD Insurance products.
• Participation in an Employee Assistance Program.
• Eligibility to join the Bike to Work Scheme.
• Complimentary use of the award-winning Arena Fitness & Health Club facilities.
• Incentives such as Refer a Friend Scheme and Cash Savings Scheme.
• Recognition and reward programs celebrating employee contributions.