The Company

A Leading London Casino is seeking a talented Head of Reception to lead their Reception Team.

Purpose

Responsible for the direction of the Reception department, ensuring that only members and their guests enter the premises whilst maintaining an efficient, professional and welcoming admission point for said members and guests.

Objectives & Goals

Achieve and maintain the highest standards of customer service by ensuring that you and department communicate with members and their guests in a manner which befits Casino’s high standards.
Achieve and maintain an excellent working knowledge of the Club’s Casino Management System.
To ensure effective communication is achieved and maintained between reception and all departments.
Ensure that all requirements of the job descriptions for reception and cloakroom staff are met by those persons working within the department.
Ensure that departmental duties are conducted with efficiency and pride.
Ensure the reception and cloakroom staff adhere to the Company dress code and present a professional Company image.
Ensure cleanliness of the reception and cloakroom areas at all times.

Job Activities - Customer

Acknowledge and welcome all members ensuring a polite, friendly and appropriate greeting.
Achieve and maintain the highest standards of customer service by ensuring that you communicate with members and guests in a manner and at a level likely to promote understanding, optimise a friendly atmosphere and goodwill.
Liaise with management regarding the use of courtesy vehicles to ensure that all journeys are authorised and logged in accordance with company procedure.
Ensure full knowledge of the day-to-day events in the Casino.
Ensure all reception staff check the identification and control the admission of all members, guests, authorised officials and other visitors in accordance with company procedure.
Ensure that the appearance and demeanour of members and their guests are in keeping with The Casino’s standards and that they adhere to the dress code policy.
Show new members around the Casino
Ensure all security procedures in relation to the reception operation are implemented and upheld.

Compliance

Ensure compliance with The Gambling Act and AML Regulations.
Ensure compliance with Company policies and procedures.
Ensure access to the Casino’s premises is restricted to authorised members, their guests and legitimate visitors all of whom must be over the age of 18 years old.
Complete all relevant departmental and company paperwork as and when required ensuring it is done accurately, informatively and within timescales.
Payroll submission – ensuring required documentation is checked for accuracy and submitted to payroll ahead of the monthly processing deadline
Ensure you are aware of your responsibilities with regard to Health and Safety and report any health, safety and fire hazards as per company procedure.
Ensure you are aware of your social responsibilities and where possible identify vulnerable persons and raise concerns with the duty manager.

Commercial

Complete rotas and any other company paperwork as and when required, ensuring it is done accurately and within timescales.
Ensure that shifts are adequately covered at all times by ensuring that rotas meet member demand during peak and quiet trading times and within budget.
Ensure all information given by you is accurate and in line with Company policy.
Ensure the reception team operate the switchboard, take messages and direct calls to relevant persons/departments in a courteous and efficient manner.
Ensure the smooth operation of the reception area; wherever possible the prevention of operational problems are removed or resolved.
Bring to the attention of management any areas of reception which could be improved to provide a better and more efficient service whilst working within the strict guidelines of The Gambling Act.

Personal Competencies

To maintain a high member awareness by approaching your job with the customers always in mind.
To maintain a high level of teamwork by showing co-operation and support to colleagues in the pursuit of the department and business goals.
To have a positive impact, taking personal responsibility and initiative to resolve issues within the department, always clearly communicating with both customers and colleagues.
To ensure that the department operates to the highest standards of efficiency and courtesy at all times.

(Position Filled) Head of Reception - London - £40K