Reception Team Leader

---

Job description

Overview of the role:
Reporting to the Reception Manager, the Team Leader is responsible for supporting them in delivering excellence and guest satisfaction. You will be required to maintain a flexible approach and work on your own initiative as well as creating and implementing procedures which enhance both the guest and team experience.

Key areas of responsibilities:
Lead, coach and motivate a team to excellence
Support team and assist them with any concerns to help create an open and honest environment where team can be their best
Responsible for driving customer service and response to problems in all areas
Overseeing performance reviews and planning regular one-to-ones for the team
Manage holiday and annualised hours
Using the SAM system to roster team and manage hours
Support across all areas of the Sales & Guest Services Department as required
Management of performance of all guest services team.
Supporting the operation and team on a day-to-day basis
Ensuring the department is compliant to all Bourne Leisure mandatory regulations such as Health & Safety, Fire Safety and cash handling.
Coach team in key customer service fundamentals such as problem resolution and departmental KPIs

The ideal candidate should:
Have a passion to succeed and deliver exceptional sales and service
Have key knowledge of sales operating systems
Ability to motivate and drive team to achieve the department and resort qualitative and quantitative targets
Ability to organise and prioritise a demanding workload with a "can do/ hands on" attitude and lead by example
Ability to work under pressure
Excellent communication and motivation skills
Be able to focus on the detail and prioritise to ensure the biggest positive impact
Be flexible with working hours to meet the demands of both the business and team

This will be a part-commissioned role.

The benefits of working with us:
Free use of many of the resort facilities and discounts off our food and retail outlets
Subsidised OFSTED nursery facilities available on resort
Discounted Bourne Leisure holidays for you, your family and friends
Reward and recognition schemes including long service and team member of the month
Externally recognised qualifications to give you the opportunity to develop and progress

<!– job description page –>