Front Office Manager

Position: Front Office Manager

Reports To: Operation Manager

Salary: £35,000 (DOE)

Holiday: 28 days including bank holidays

Hours: Shift work between 0645 & 2330 with weekend evening and bank holidays work required.

Location: Amersham, UK

The Old Amersham Hotel Group are looking for an experienced Front Office Manager to work across our 4-star hotels in Amersham. Offering our visiting guests and locals the very best hotel stays, dining experiences and event spaces, we pride ourselves on our exceptional customer service from the moment our guests arrive through to the moment they leave.

As Front Office Manager you will be responsible for overseeing the day-to-day running of the Front Office operation including overseeing the Reception, Nights and Housekeeping teams to ensure delivery of exceptional standards across all departments. As the face of the brand, you will contribute positively to the customer experience to maximise our reputation, revenue and profitability while ensuring these falls in line with budget expectations.

You are a front-footed and confident communicator, a natural leader and role model for your team, who has a genuine passion for exceptional customer service. You will be able to prioritise our guest requirements, manage multiple teams and remain calm and professional under pressure.

Your responsibilities

• To supervise the professional greeting of clients and visitors and engage with guests throughout their stay
• To manage room reservations ensuring that the reception team are processing all enquiries accurately and promptly.
• Management, recruitment, induction and training of the reception team and night team across all FOH platforms.
• Lead, motivate and inspire the reception & night porter teams; providing guidance and support.
• Review of existing standard operating procedures while implementing new best practices to ensure a seamless delivery of Front of House Services that has the customer experience at the forefront always.
• Appraisals and performance management of staff, including monthly meetings
• Monitor budget and produce weekly/monthly reporting where applicable
• Liaising daily with the housekeeping supervisor to oversee the team ensuring all special requests and guest requirements are fulfilled and room standards and public areas are maintained to the very highest standards. Spot-checking of suites and rooms to ensure standards are met.
• Work closely with Deputy General Manager, taking on duties that they have assigned to you.
• Be able to step into a Duty Management role as detailed in the employee handbook.
• Able to be flexible, working weekends and the occasional night shift where needed.
• Manage rotas working closely with senior management to remain within budget
• Liaise with the maintenance department and suppliers.
• Manage responses on the hotel's online listings (TripAdvisor, Booking.com, Expedia)
• Assist with Health and Safety compliance across the front office department.
• Assist in maintaining up-to-date content on the hotel's third-party websites.
• Manage bedroom inventory by closely monitoring this through regular inspections. Order any items that the required.
• You will attend management meetings and will help to drive the business forward through ideas and execution of any procedures created.

Who you are:

• An experienced Front Office Manager or Assistant Front Office Manager with a track record in excellence within the hospitality industry
• An exceptional leader with a passion for customer service and customer experience
• Organised and detailed orientated
• Articulate with excellent written and verbal English
• A listener who is empathetic

Please note:

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of the eligibility will be required from candidates as part of the recruitment process.

Old Amersham Hotels is an equal opportunities employer.

Job Types: Full-time, Permanent

Salary: £33,000.00-£35,000.00 per year

Benefits:

• Company events
• Discounted or free food
• Employee discount
• Flexitime
• Free parking
• On-site parking

Schedule:

• 8 hour shift
• Day shift
• Flexitime
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Amersham: reliably commute or plan to relocate before starting work (required)

Experience:

• Front Office or Hotel Management: 3 years (required)

Work Location: In person