Reception Team Leader

Working at Buckfast Abbey

Job Title: - Reception Team Leader

Location: Buckfast, Devon

Contract Type: Permanent

Salary: £ 10.50 per hour 

Hours of Work: 5 days out of 7, any shifts to be agreed including evenings and weekends

To apply: please submit a CV to recruitment@buckfast.org.uk


Background

Located at the centre of a picturesque valley on the edge of Dartmoor National Park, Buckfast Abbey is home to a community of Roman Catholic Benedictine Monks, who live their lives of prayer, work, and study according to the ancient rule of St Benedict. 

The heart of our site is the Abbey Church and Monastery – the place in which the Monastic Community lives and prays at various times throughout the day. Our site is historic – the original Abbey being founded in 1018 AD. 

Today, our site is a flourishing complex of buildings which the monks have continually developed to aid them in realising their vision for Buckfast - to be a national centre of witness to God, and the Roman Catholic faith. To that end, the community places a great value upon hospitality, and welcomes hundreds of thousands of visitors each year. 

Our site includes beautiful gardens, a restaurant, multiple retail outlets, a conference centre, and a broad range of guest accommodation. To aid them in operating and maintaining the site, the community employs over a hundred members of staff, and offers a variety of interesting and rewarding career opportunities.


General

Our latest guest accommodation Northgate House is a 30-bedroom accommodation facility which adds to our already diverse guest accommodation options. Hospitality is central to the Benedictine tradition and the Reception Supervisor is integral to supporting that mission by ensuring that service levels in our reception are of a very high standard for all guests.

 

Aim of the role

To ensure the highest standard of guest care and welcome are demonstrated at all times. To ensure the reception team complete relevant procedures as laid down by the Organisation. You will be responsible for all front of house duties and responsibilities and will liaise on a daily basis with the Accommodation Manager, Deputy Manager, Head Housekeeper and Reservations Team. All staff are expected to care for our customers in a friendly, helpful, efficient and professional manner at all times.


Main Responsibilities

  • To ensure the Reception team are fully conversant with facilities, service and special promotions offered by the accommodation department and pass this information on to the guest whenever the possibility arises in order to maximise hotel sales.
  • Ensure the Reception team provides an effective, efficient service at all times to set by Buckfast Abbey.
  • Ensure efficient, effective communication between departments and reception and that effective handover between shifts takes place
  • Ensure the team are aware of hotel availability and that they use every opportunity to maximise room sales.
  • Develop the Reception team to anticipate guests’ needs, be aware of all written and spoken requests and carry these out in a courteous, helpful manner
  • Be fully conversant and able to operate the hotel front office system (Rezylynx  Guestline) and train team to do same
  • Ensure all reception duties are carried out to a high standard in accordance with procedures set by Buckfast Abbey.
  • Display a proactive and innovative approach to skills development and standards enhancement with your team.
  • To carry out appraisals in line with Abbey policy
  • Establish and maintain strict security procedures within your department and highlight any potential risks
  • To ensure that the handover procedures are followed in the transferring of all relevant information on a daily basis.
  • Ensure the Reception team check billing instructions and guest credit for accuracy and deal with cash and credit transactions in accordance with hotel and organisation procedures
  • Ensure security of any safety deposit, guest property and lost property in accordance with hotel procedures
  • Monitor stock control, cash control and cost control
  • To effectively administer and plan rotas, timesheets, lieu time and holidays in line with business needs and wage cost
  • Supervise, support and motivate reception personnel in order to achieve high standards and the department goals
  • To complete any reasonable duties at the request of the Accommodation Manager
  • To take part in any training and development activities as recommended
  • To assist with the induction and training of new team members and other new members of staff as appropriate
  • Ensure new team members receive departmental induction within their first week
  • Inspect the front and back of the reception area for cleanliness
  • To adhere to organisation standards and ensure the team fully comply with these in relation to uniform, image, cleanliness etc.
  • To be fully conversant with and adhere to Hotel Fire Procedures, Health and Safety Policy and all other legal requirements
  • To take on any other reasonable duties or carry out requests necessary to ensure we deliver the highest standard of service in the hotel
  • To ensure total confidentiality is observed in the execution of your duties
  • To deputise in the absence of the Deputy Accommodation Manager

Person Specification – Essential Attributes

  • Strong leadership skills to effectively manage and motivate the reception team to achieve high level of perform and exceed targets
  • Accountable and resilient
  • Ability to work under pressure
  • Knowledge of the hotel property management systems
  • Previous experience in the same or similar role
  • Knowledge of health and safety procedures
  • Attention to detail
  • A discreet and confidential manner that reflects a high level of integrity
  • Effective organisation skills and the ability to manage time effectively
  • An empathy with the Catholic ethos of the site


Person Specification – Desirable Attributes

  • Knowledge and practical experience of using Rezlynz Guestline


Our Values, Ethos and Culture

Confidentiality: As an employee, you must maintain confidentiality of information about other employees as well as the intellectual property of Buckfast Abbey and be aware of the Data Protection Act 2018. 

Standards of Professional Conduct: We expect all employees to maintain the highest standards of conduct at all times, acting as a positive ambassador for the Abbey. The Employee Handbook sets out these expectations. Copies are available for every new employee.

Health & Safety: All employees should be aware of the responsibility placed on them under the Health & Safety at Work Act (1974) to ensure that agreed safety procedures are carried out to maintain a safe environment. Further information relating to this is detailed on the Health and Safety signage around the site. Our efforts to promote and operate within an effective safety culture can only succeed with the full co-operation of all its employees.  

Equality & Diversity: All employees are required to treat all co-workers and visitors to our site equally, respectfully and with dignity, regardless of age, disability, gender, marriage and personal partnerships, pregnancy and maternity, race, religion or belief, or sexual orientation. All employees must abide by these principles and comply with our policies and strategies that underpin this ethos. 

Safeguarding: Employees should be aware of their responsibility to report any unacceptable behaviour / safeguarding issues in a confidential and timely manner to the Independent Safeguarding Co-ordinator. 

Training and Professional Development: To attend all training courses as required and proactively engage in our personal development processes.

Communication: To attend staff and team meetings; this includes 1-2-1 meetings with line management. To keep appropriate, clear, accurate and timely records as required of the role and in line with our policies and legislation. 

Team working: To liaise with, co-operate with and support all employees in a positive way that fosters good working relationships and collaboratively meets our objectives.

Flexibility: Employees may be asked to undertake other duties, as appropriate, which are considered reasonable and equal to the post as described above. 

Culture: Buckfast Abbey is a place of community, where everyone will show respect and dignity towards each other, towards all members of the Monastic Community and guests, be approachable and friendly and have empathy with the Catholic ethos of the site. 

To apply, please submit a CV to recruitment@buckfast.org.uk 

Download an application form here

Please send it to: 

HR Department
Buckfast Abbey
Buckfast
Devon
TQ110EE