Reception Supervisor (Hilton)

We are looking for a passionate and knowledgeable Front Office Supervisor this would be an ideal role for a Receptionist looking to taking the next step in their career.

At ARC we embrace diversity, we develop our people, we care for our visitors, we think about our impact and we are proud of our sport.

Who is Doncaster Racecourse and the Hilton Garden Inn?

Home to the worlds oldest classic horse race, the St. Leger, Doncaster Racecourse is a unique multipurpose venue welcoming over 500,000 guests to over 35 fixtures each year and a full events calendar hosting events such as Weddings, Conferences, Boxing, Summer Crafting, Classic Car Show, Antiques Fayres and lots more.

If thats not enough, we also have on-site The Hilton Garden Inn boasting 154 bedrooms, 2 conference and exhibition suites, a banqueting site, Restaurant and Bar. This is a popular addition to many racegoers and the perfect facility for guests visiting Doncaster on both leisure and business. Part of a multinational hotel chain of over 500 hotels with a reputation that proceeds it, the Hilton Garden Inn Hotel ticks all the boxes.

About the role:

Hilton Garden Inn has an exciting opportunity for Front Office Assistant Supervisor to work within the existing Front Office team. The Front Office Supervisor will be required to lead and help to coordinate the smooth operation of the hotel, ensuring high quality customer care and satisfaction is delivered at all times. As a Front Office Assistant Supervisor, the duties would include managing all aspects of the front office, for example guest registration, guest welcome, business center, telephone services, concierge services, and guest reservations to deliver a guest experience that is unique and brings the brand to life. Along with ensuring all team members are up to date with training and are following the Hilton guidelines.

Responsibilities for the successful Front Office Supervisor include (but not limited to):

• Managing and leading front office staff, including assigning tasks and managing rotas.
• Ensuring guests or clients receive excellent service upon arrival and during their stay or visit. Addressing any concerns, complaints, or special requests from customers.
• Training new and existing front office staff, ensuring they are knowledgeable about systems, policies, and customer service standards.
• Monitoring daily operations at the front desk, ensuring smooth check-in/check-out processes and following the correct billing procedures.
• Acting as a communication link between the front desk and other departments such as housekeeping, maintenance, and management.
• Handling guest complaints, resolving conflicts, or managing any issues that arise in a professional and efficient manner.
• Overseeing cash transactions, billing, and managing deposits or refunds. Ensuring the front desk complies with financial procedures.
• Preparing daily reports on guest occupancy, finances, and operational metrics. Monitoring KPIs (Key Performance Indicators) like guest satisfaction and service efficiency.
• Ensuring sufficient supplies (e.g., stationery, keys, etc.) are available at the front desk and placing orders for replacements when needed.
• Ensuring that all front office operations comply with the companys policies, safety regulations, and service standards.

The person we are looking for as a Front Office Supervisor has.

• Educated to GCSE level or equivalent
• Experience in a similar role
• Experience working in a hotel
• Strong Leadership skills
• High level of interpersonal skills
• Excellent communicator
• Works well under pressure
• Customer service focused (internal and external)
• Organised, systematic and process driven

Work Perks of being a Front Office Supervisor with us at ARC

• 2 Annual Members passes, giving access to over 1500 racedays
• Hotel Discounts and Complimentary Golf
• Annual leave starting at 22 days increasing up to 28 in line with length of service
• Pension & Group life assurance schemes
• Healthshield including 24hr GP & EAP

and so much more!

We are on a thrilling journey. So, to join us at our next destination, be part of a winning team and to learn more about our company and this exciting opportunity apply today!

At ARC, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you have a disability that requires reasonable adjustments, please let us know; we will ensure that individuals with additional needs are provided reasonable adjustments to participate in the job application or interview process and to perform essential job functions.

We understand the value that diversity brings to our business and we are striving to create a working environment that is inclusive, psychologically and physically safe and ensures everyone can be heard and valued for their contributions. We are committed to making a consistent, top-down effort to be role models on what diversity, inclusion and belonging means in society.

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