Reception Team Leader

Front Office - Hilton London Bankside

Contract: Full Time
Salary: 13.49

Opened in October 2015, Hilton London Bankside represents the next generation of design-led Hilton Hotels. Each part of the property has been carefully created to reflect the fascinating history and ambiance of the surrounding area, combining the authentic urban grittiness and polished contemporary design.

Set in the heart of Bankside, just steps from some of London's most famous landmarks such as Tate Modern, Borough Market and The Shard, Hilton London Bankside is home to 292 stunning guest rooms including 25 bespoke suites which offer breathtaking views of the city skyline. The hotel also includes one beautiful penthouse apartment which boasts its own private roof terrace, a 100m2 entertainment area and views across the London skyline. In addition, the hotel brings a new neighbourhood eatery, OXBO Bankside to the area, alongside The Distillery, a cool and casual bar.

The hotel also features Bankside's largest and most exquisite Ballroom accommodating up to 700 guests theatre style or 500 in a banquet setting. With a private entrance, a 6-metre high ceiling, dramatic chandeliers, a balcony and sweeping marble staircase leading to the Bankside Ballroom, this is a spectacular venue for any grand celebration, fashion show, awards ceremony or corporate event.

Job Description

The Receptionist Team Leader role is a key member of the hotel team, often as the first and last point of contact for all our hotel guests. You will be totally guest focused, ensuring we are creating memorable stays for all our guests, consistently delivering excellent customer service with an informed, friendly and effective approach.

What We Offer

We want our staff to enjoy coming to work and provide a friendly and supportive environment for you to work in. You’ll develop personally through meeting and working with people from all over the world as we create memorable guest experiences together, and for those keen develop you’ll have the opportunity to explore the business with various career options.

In addition, we offer:

• Hilton Hotel worldwide discounts – rooms from £45 per night with 50% off in Food & Beverage
• Employee Recognition, Rewards and Events
• Recommend a Friend – £350
• Season Tickets Loan
• Cycle to Work Schemes
• Discount Chiropodist & Back therapy in the Hotel
• Guest Experience – complimentary stay in the hotel for you (and guest / family) with free dinner, breakfast and use of pool and gym
• Bespoke Training & Development opportunities – leadership programs, complaint handling, Master Inn Holders, etc
• Opportunities to work and support our Local Communities

About Us

Opened in October 2015, Hilton London Bankside represents the next generation of design-led Hilton Hotels. Each part of the property has been carefully created to reflect the fascinating history and ambiance of the surrounding area, combining the authentic urban grittiness and polished contemporary design.

Set in the heart of Bankside, just steps from some of London's most famous landmarks such as Tate Modern, Borough Market and The Shard, Hilton London Bankside is home to 292 stunning guest rooms including 25 bespoke suites which offer breathtaking views of the city skyline. The hotel also includes one beautiful penthouse apartment which boasts its own private roof terrace, a 100m2 entertainment area and views across the London skyline. In addition, the hotel brings a new neighbourhood eatery, OXBO Bankside to the area, alongside The Distillery, a cool and casual bar.

The hotel also features Bankside's largest and most exquisite Ballroom accommodating up to 700 guests theatre style or 500 in a banquet setting. With a private entrance, a 6-metre high ceiling, dramatic chandeliers, a balcony and sweeping marble staircase leading to the Bankside Ballroom, this is a spectacular venue for any grand celebration, fashion show, awards ceremony or corporate event.

Role in our Family

People
o Maintain good working relationships with colleagues and assist across the hotel
o Be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work
o Attend and deliver regular briefing sessions and hotel meetings
o Take a responsible approach towards timekeeping and attendance to ensure the department runs efficiently, and to assist in the event of absence cover
o Maintain high levels of enthusiasm and commitment to every task undertaken
o Develop your leadership ability in particular the areas of employee engagement, recruitment, workforce planning and job chats
o Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee implementation
o Ensure appropriate training is carried out to meet departments needs including induction. Ensure training records are kept
o Coach and counsel staff, providing constructive feedback to enhance performance
o Have all-round knowledge of the different shifts and responsibilities of all team members

Service
o Ensure our guests receive a wondrous experience
o Anticipate guests’ needs and provide service to exceed their expectations
o Take appropriate action with regards to guest feedback
o Comply with brand, hotel and department operating standards
o Work safely at all times, reporting any damage, wear or tear and understand departmental risk assessments
o Assist with keeping the hotel and surrounding area clean, tidy and presentable

Financial
o Take a positive approach towards upselling and confidently promote the product to maximise hotel revenue to meet budgeted targets
o Be fully aware of all the hotel facilities and promote whenever possible
o Remain sales focused at all times and encourage your team to do the same
o Ensure charges are accurately posted to guest accounts
o Ensure your team follow cash handling and credit procedures and rectify discrepancies
o Ensure that work is carried out in a way that is cost efficient and understand the ways in which profit can be maximised
o Understand departmental forecasts and the importance of their contribution to the business success
o Monitor stock and assist the manager with stock control and ordering

General
o Comply with the Splendid Hospitality Handbook at all times
o Perform other tasks as directed by your line manager in pursuit of the achievement of business goals
o Work as part of a diverse team with colleagues from different cultures and countries
o Understand your role and responsibilities in terms of the hotel Health & Safety Policy including completion of all mandatory training
o Familiarise yourself with emergency & evacuation procedures and understand your responsibilities with regards to security
o Proactively pursue all practices in line with Company environmental and energy saving initiatives

What Happens Next

Does the Reception Team Leader role suit your skillset? Apply now, this takes second, you’ll just need to provide some contact details along with a CV. Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, your experience and let us tell more about the Splendid Hospitality Group.

The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture