Hotel Team Leader

You will find below everything you need to know about what we look for in our management team.

Reports to
Pub Manager/Hotel Manager
Job Objective

To deliver friendly, efficient customer service and to create a warm and welcoming atmosphere for all of our guests. To supervise, train and motivate others, with the key aim of retaining and attracting new customers.

Essential requirements

You must:

  • have proof of right to work in the UK
  • have a UK bank account in your own name
  • be able to converse in English
  • have a fixed place of residence and live within a reasonable travelling distance of the pub
Main responsibilities
  • Deliver excellent customer service, at all times, ensuring guests’ comfort and safety
  • Deal with all enquires in a professional and courteous manner, in person, on the telephone or via e-mail
  • Assist in keeping the hotel clean and tidy, at all times
  • Deal with customer complaints in a professional manner
  • Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximising bedroom sales opportunities
  • Manage and maintain the administration of all reservations, cancellations and no-shows, in line with company policy
  • Propose and implement effective marketing strategies to maximise room occupancy levels
  • Complete all daily administration tasks as required
  • Ensure that all bedrooms/conference rooms and areas under your responsibility are checked thoroughly at the end of every shift, confirming that they meet our standards
  • Maintain the correct handling of all soiled linen and ensure that every bedroom has the correct bedding and relevant number of towels
  • Report any faults or damage in any of the bedrooms (or hotel facilities) immediately to hotel manager
  • Monitor and oversee maintenance issues relevant to your area and liaise with third-party contractors as required
  • Complete regular checks on portable electrical appliances
  • Be accountable for all relevant product delivery and stock management (mainly, laundry, cleaning materials and bedroom supplies), including setting stock levels, checking, counting, storage, reconciliation and loss investigation
  • Manage and maintain effective and efficient use of all reception equipment and hotel systems, in line with company policy
  • Control and manage all new credit application accounts, sales ledger management and payment administration
  • Provide reports, as required, for hotel management
  • Maintain effective communication, at all times, among the team, hotel manager and night manager
  • Complete rotas for your team weekly; manage and maintain correct staffing levels in line with targets and business levels
  • Ensure that all members of the team sign in/out on the time sheets at reception and manage absence and lateness, in line with company policy
  • Complete all required health and safety/fire checks on time
  • Be responsible for evacuation, in cases of emergency, acting as first point of contact for the team, guests and the emergency services
  • Report any security issues to the hotel manager immediately
  • Take responsibility for extra management tasks, as required, in the hotel manager’s absence
  • Maintain personal knowledge by completing in-house training and workbooks
  • Always adhere to all company policies and procedures and licensing laws
  • Be involved and contribute at team meetings
  • Carry out instructions given by the management team and head office Job Description
Person Specification

Customer focus

  • Be friendly, smiley, sociable and welcoming to our customers, to create a great atmosphere
  • Remain calm, patient and polite, if receiving customer feedback
  • Be helpful and go out of your way to help our customers

Drive

  • Be confident and self-motivated
  • Demonstrate a passionate commitment to the business
  • Welcome and embrace change, with a positive attitude
  • Be able to work unsupervised in a busy environment
  • Be able to prioritise duties

Personal integrity

  • Be honest and reliable
  • Be trustworthy and respectful
  • Be immaculately dressed
  • Maintain excellent time-keeping and attendance
  • Be professional at all times

Team work

  • Always be a good team player
  • Build and maintain good relationships with all team members
  • Work together with the team to ensure that the pub is the best it can be
  • Be willing to take on jobs to balance the team workload
  • Be able to communicate well with people of all levels

Developing self and others

  • Be motivated to learn and develop self
  • Seek feedback and invest time in personal development
  • Supervise, train and develop others
  • Support, encourage and motivate others
  • Coach, guide and give feedback to others

Managing change

  • Welcome and embrace change, with a positive attitude
  • Understand the need for change
  • Look for opportunity to improve areas of the pub and business

Gaining commitment

  • Communicate clearly to colleagues and customers
  • Gain commitment of others by using own knowledge
  • Act as a role model

Analysing and decision-making

  • Understand information quickly and accurately
  • Resolve problems using current guidelines
  • Be able to work independently and know when to escalate issues