Leisure Receptionist

Celtic Manor Collection Job Description and Person Specification DEPARTMENT Leisure POSITION Leisure Receptionist GRADE Team Member REPORTS TO Health Club Supervisor and Leisure Management Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position.

Employees will be required to perform any other job-related duties assigned by their Senior Manager.

POSITION OVERVIEW

Responsible for supervising and participating in all activities relating to the reception desk. Responsible for maintaining a customer focused service ensuring customer satisfaction as a priority. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality.

Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible.

To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager.

Employees are encouraged to ask questions and to speak to each other. Budgets Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. S tandards Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements.

Controls Maintains an understanding of the controls in place that monitor performance of the Department. Structure Respects the organisational structure in place and the duties and responsibilities of all team members. Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives.

Team Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department.

Responsible for all stock and the care and control of all professional equipment within your working environment. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation.

Responsible for escalating any complaints to the Department Manager immediately, providing full details. Ensures that all employees answer the telephone promptly and courteously and also greets all arriving members, residents and visitors the same. Is responsible for ensuring personal high standards of accuracy and competency are maintained and in house accounts control procedures are adhered to at all times.

Ensures all team members, guests and visitors queries are handled promptly, efficiently and successfully in order to maximise customer satisfaction. Promptly handles guest complaints and follows up on them until they are resolved, informing the relevant personnel, and completing documentation when required Maintains complete knowledge of all resorts facilities and events, promotes these to members, guests and visitors as and when appropriate to maximise revenue.

To actively promote all sales and handles enquiries relating to membership, leisure activities and any other resort promotions. Ensures that stationary and supplies for the leisure receptions are well stocked at all times Ensures that all team members maintain cleanliness of the reception and all equipment in proper functioning order Ensuring all reception procedures/general reception duties are completed whilst on shift.

Ensures all visitors to the health club are logged through the signing in sheets and all members are swiped / logged on every visit. Training Responsible for attending all required training as scheduled. Leadership Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience.

Is present for all briefings and debriefs conducted by the Supervisor on duty. Team Building Responsible for contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the Department Manager including customer feedback, staff feedback, financial performance and any other as required.

Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered and in proposing changes within the department. Innovation Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.