Job Title: Hotel Reception ManagerDepartment: Hotel ReceptionReports to: Hotel ManagerLocation: Bloomfield Road, BlackpoolHours: 40 hours per week, including evenings, weekends, matchdays andbank holidays as requiredSalary: Dependent on experience
Who we are:
Blackpool Football Club is an English Professional Association Football Club based in theseaside town of Blackpool, Lancashire.
The Club was founded in 1887 and has a very storied history, from being a foundingmember of the Lancashire League in 1889, rising to the Top-Flight of the Football League(the old First Division) in 1930, to winning the FA Cup in 1953 and being promoted to thePremier League in 2010 (becoming the first Club to gain promotion from every division ofthe Football League via the play-off system).
The Club currently competes in League One, the third tier of the English Football League.
The Club has played its home games at Bloomfield Road since 1901.
Job Purpose:
Blackpool Football Club is seeking an organised, proactive and customer-focused HotelReception Manager to lead the day-to-day operation of the hotel reception team.
The postholder will be responsible for ensuring guests receive a professional, welcomingand efficient service throughout their stay, while overseeing reception procedures,supporting the development of the team and maintaining high standards of communicationand administration.
Working closely with the Hotel Manager and other hotel departments, the postholder willsupport the smooth running of hotel operations and help deliver a positive guestexperience.
Key Responsibilities and Duties:
Reception Operations and Guest Experience
- Oversee the day-to-day operation of the hotel reception, ensuring guests arewelcomed professionally and receive a friendly, efficient and helpful service.
- Ensure check-in and check-out procedures are completed accurately and efficiently,in line with hotel standards and procedures.
- Manage guest enquiries, requests and complaints professionally, resolving issueswhere possible and escalating matters to the Hotel Manager when required.
- Ensure telephone calls, emails and other communications are handled promptly andappropriately.
- Maintain accurate guest records, reservations and reception documentation,ensuring information is handled confidentially and in accordance with Clubprocedures.
- Monitor reception processes and identify opportunities to improve efficiency,service delivery and the overall guest experience.
Team Leadership and Development
- Supervise and coordinate the work of reception staff, ensuring duties are allocatedappropriately and service standards are consistently maintained.
- Support the induction, training and ongoing development of reception teammembers.
- Provide guidance and feedback to staff, promoting a professional, customer-focusedand supportive working environment.
- Assist with the preparation of staff rotas and the coordination of reception cover inline with operational requirements.
- Promote effective communication within the reception team and with other hoteldepartments.
Administration and Communication
- Ensure reception administration is completed accurately and within requiredtimescales.
- Maintain effective handovers and communication between shifts, ensuring relevantinformation is shared with the appropriate colleagues.
- Liaise with housekeeping and other hotel departments to support room readiness,guest requests and the smooth running of daily operations.
- Ensure reception equipment, systems and working areas are maintainedappropriately, and report any issues requiring attention.
- Handle guest and business information confidentially and in accordance with Clubprocedures and data protection requirements.
Standards and Compliance
- Ensure reception administration is completed accurately and within requiredtimescales.
- Maintain effective handovers and communication between shifts, ensuring relevantinformation is shared with the appropriate colleagues.
- Liaise with housekeeping and other hotel departments to support room readiness,guest requests and the smooth running of daily operations.
- Ensure reception equipment, systems and working areas are maintainedappropriately, and report any issues requiring attention.li>
- Handle guest and business information confidentially and in accordance with Clubprocedures and data protection requirements.
Safeguarding
Blackpool Football Club is committed to safeguarding the welfare of children and youngpeople. The postholder must act to safeguard children and young people, follow Clubsafeguarding policies and procedures, and report any concerns to the appropriate person.
General Responsibilities
- Comply with all Club policies, procedures and relevant legal requirements.
- Maintain appropriate standards of professionalism, conduct and confidentiality.
- Promote positive working relationships with colleagues, guests and otherstakeholders.
- Carry out duties with due regard to equality, diversity and inclusion, treating othersfairly and respectfully.
- Undertake any other reasonable duties commensurate with the role as requested bythe Hotel Manager or relevant Club management.
The duties and responsibilities outlined above are not exhaustive and may be amended in line with the needs of the Club.
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