Front of House Manager

4 weeks ago

London Area, United Kingdom AG HOTELS GROUP Full time

Are you a passionate and experienced hospitality professional seeking an exciting new challenge? Look no further AG Hotels Group is seeking a talented and customer-focused Front-of-House Manager to lead our exceptional guest services team at The Crown Hotel, London.


In this highly visible role, you will be the ambassador of our hotel's unparalleled service standards, ensuring every guest receives a truly memorable experience from the moment they step through our doors. With your strong leadership skills and keen eye for detail, you will motivate and develop a high-performing team of front-office staff, fostering a culture of excellence and continuous improvement.


Key Responsibilities:

  • Oversee all front-office operations, including check-in/check-out, concierge, guest relations, and housekeeping coordination
  • Maintain exceptional levels of guest satisfaction, resolving any issues or complaints promptly and professionally
  • Manage and train a dynamic team, ensuring adherence to brand standards and delivering consistent, personalized service
  • Drive revenue generation through effective upselling, cross-selling, and maximizing occupancy rates
  • Managing room reservations, cancellations, and modifications using the hotel's reservation system, and ensuring accurate and up-to-date guest information
  • Collaborate with marketing and revenue management teams to implement strategic initiatives and promotions
  • Generating reports on front office performance, including occupancy rates, revenue, guest feedback, and operational efficiency, and analyzing data to identify areas for improvement and strategic opportunities.
  • Implement strategies to enhance the hotel's online reputation, including responding to reviews on platforms like OTA websites and managing feedback on platforms like Medallia. Engage with guests to encourage positive reviews and address any negative feedback promptly and professionally, aiming to improve the hotel ratings and rankings amongst all the competing hotels.
  • Continuously seek opportunities for process optimization and operational efficiency
  • Monitoring front office expenses to ensure cost-effective operations while maintaining service quality and guest satisfaction.


Qualifications:

  • Proven front-office management experience in a 4* hotel
  • Exceptional interpersonal, communication, and problem-solving abilities
  • Strong leadership and team management skills, with a talent for developing and motivating staff
  • Proficiency in hotel property management systems and MS office
  • Ability to thrive in a fast-paced, customer-centric environment while maintaining composure under pressure
  • Commitment to delivering outstanding guest experiences and upholding the highest service standards
  • Fluency in English is essential, with additional language skills being a distinct advantage


AG Hotels Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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