Front Office Manager

Reception and Front of House

Employment
Permanent - Full Time
Salary
£36,000 per annum
Hours
40 net hours per week
Closing Date
Location
London

Role Description

Front Office Manager

Bedford Hotel

£36,000 per annum

 

OPERATIONAL

  • Overall responsibility for quality of service and delivery for all services and facilities within  Front of House Operations, which will include Reception, Finance, Cashier, and Concierge
  • Formal and informal liaison with Departmental Management, Supervisors and Staff Members on operational matters, ensuring Supervisors retain full accountability for addressing areas of improvement in Front of House Operations
  • Support Departmental Management, Supervisors and Staff Members to collectively ensure achievement of Key Performance Indicators (KPI) and targets in all areas
  • Ensure the premises are in optimum condition to receive and serve guests
  • Conduct regular team meetings with Supervisors and Staff Members to discuss agreed areas of operational focus including security, service quality, KPIs, targets, guest feedback and manage matters arising from meetings, including action plans
  • Ensure standard operating procedures (SOPs) are developed and implemented in Front of House Operations check compliance with SOPs during routine operational checks
  • Liaise with HODs for all Central Service departments including Facilities, Procurement (Purchasing), Accounts, Meetings & Events Management, and Human Resources, regarding specific areas of service, quality standards, and service provision as appropriate and necessary
  • Conduct scheduled as well as ad hoc audits across  Front of House Operations to measure compliance with KPIs, targets and quality standards, including service readiness, staff appearance, hospitality culture and guest experience; reporting findings to the Front of House Operations Manager
  • Develop, in partnership with your HOD, Supervisors and Staff Members service improvement and action plans arising from audits and/or observations
  • Coordinate service between departments for smooth and efficient operations
  • Establish guest satisfaction data and develop, with your HOD, Supervisors and Staff Members, appropriate improvement plans to address any shortfalls in service quality and/or delivery standards
  • Take active role in evolving solutions and interventions in partnership with Marketing, Sales & Reservations and others to enable positive business growth
  • Monitor and maintain operation & overhead cost to maintain maximum revenue to the Company
  • Prepare and submit regular and ad hoc reports to your HOD, including achievement of KPIs, H&S compliance and any other relevant metrics

LEADERSHIP & MANAGEMENT

  • Lead and manage the operational activities of staff working in Front of House Operations, including Reception, Finance, Cashier, and Concierge
  • Take positive action to reduce staff turnover and increase retention across Front of House Operations
  • Support and partner with Departmental Management and Supervisors on all staff matters, including recruitment, retention, employee relations, training & development, career development, and reward & recognition.
  • Ensure full compliance across all departments with Company policy and procedures
  • Provide feedback to all staff at hotel to recognise, incentivise and reward high performance
  • Provide feedback and support development of appropriate course of action for underperforming staff
  • Identify staff training and development needs feeding back to Departmental Management and Supervisors where appropriate or immediately intervene to generate service, quality or staff improvement
  • Ensure a culture of continuous professional development is nurtured across Front of House Operations
  • Ensure staffing levels are optimised across Front of House Operations
  • Ensure effective and efficient rota management across  Front of House Operations
  • Ensure compliance with all Company and UK legislative requirements

OTHER DUTIES

 

Other ad hoc duties in support of the department, hotel and/or the Imperial London Hotel as and when required

 

PERSON SPECIFICATION

 

·         A good understanding of revenue management skills with experience of budgets, P&Ls and forecasting

·         Working with colleagues to share skills, knowledge, resources and networks

·         Highly focused, have excellent communication skills, be motivated and professional in appearance and presentation

·         Proven experience gained in operational management at a 3 to 5 star hotel

·         Provide experience of working across Front of House and Back of House departments to achieve SOP and quality standards

·         Proven experience of leading and managing staff and encouraging high performance

 

·        Proven experience in maximising profits through effective revenue management  

·         Excellent interpersonal skills

·         Intermediate/advanced MS Office user, including Word, Outlook, Excel

·         Advanced user of Opera

·        CEFR Level C1-C2 (proficient user of English)

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