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Front Office Manager
3 months ago
JOIN OUR FAMILY
At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability, and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality We are passionate about the industry and always on the lookout for new talent to join us on our journey...
Do you want to be part of a team of talented people, passionate about creating extraordinary experiences at the Hampton by Hilton London Gatwick?
As our Front of House Manager, you will be responsible for leading and managing the Front of House Team to ensure that the team members deliver all our guests an exceptional experience from check in through to check out.
KEY ACCOUNTABILITIES THAT WE ARE LOOKING FOR:
- Oversee the Front Office operation to maintain high standards.
- To ensure there are effective communication, operating procedures, and training, as well as clear leadership and direction for the team
- To comply fully with Hampton by Hilton brand standards, health & safety, and fire requirements which will include training of the team, reviews, updates, and reporting
- To ensure that all revenue opportunities are maximised within the Front of House, which will include team sales training, and in conjunction with Deputy General Manager to work on incentives and exploration of new revenue opportunities within the Front of House
- Attend meetings as required including Heads of Department, Operations Meetings, morning meetings etc, and cascade the relevant information accordingly through daily briefings
People Management
- Act as an ambassador for the hotel, company and team members
- Provide day to day operational support to all hotel departments
- Ensuring all team members comply with our image standards, monitoring the team’s appearance, standards and performance
- Ensuring that all team members comply with the company policies and standards, including Absence, Sickness, Poor Performance, Disciplinary and Grievance, code of conduct, house rules, correct use of company computers, smoking and drinking
- Carry out daily briefings/handovers with the team providing direction and support
- Conduct team performance reviews, coach and support the Reception Team
- Identify Learning & Development opportunities within your teams
- Recruitment and retention of the team to ensure quality team members are recruited, coached and retained
- Flexibility with a variety of shifts as per business needs
- Monitor staffing levels to meet business demand
- To be the main contact for any guest issues, complaints as well as any security issues
Profit
- To drive up-selling opportunities & revenue within the Front Office by using a proactive approach
- Supervise, motivates, and drive the Reception Team in achieving KPI’s, with focus on up selling opportunities, Hilton Honor promotions and delivering the brand promise & standards .
- Maximise room occupancy. Monitoring room types and overbookings, taking necessary action when required.
- Manage the payroll in your department to be in line with budget incluidng holiday management
Training & Development
- All new team members to undergo departmental induction
- Initial training plan in place and implemented for new team members
- All staff in the department to receive a Personal Performance Plan at the beginning of each year or within 4 weeks of commencing employment
- Reacting to training and development requests
- To assist with staff training and development and to encourage them to up sell food and beverage, and to continuously monitor and check standards of work and correct when necessary
QUALIFICATIONS / SKILLS / EXPERIENCE
- Experience within the hospitality industry is essential
- Excellent leadership skills with experience of leading and developing a team
- Good conflict management skills
- Excellent interpersonal and customer relation skills to ensure a seamless and memorable experience, proactively resolving any challenges that may arise
- Strong communication skills, with a “can do” attitude
- High attention to detail and accuracy – great at managing one’s own time and the time of the team
- Flexible and adaptable, with the ability to stay calm under pressure, adapting your approach to complete routine and non-routine tasks
- High Standard of personal appearance & professionalism
KEY ATTRIBUTES WE ARE LOOKING FOR:
We hire mostly on personality & potential but here are a few of our requirements...
- We are looking for someone that has had Front Office Management with at least 2 years experience within the hospitality industry.
- Do you have the passion and drive to lead and motivate a team?
- We are looking for someone who has exceptional people management skills, someone who has a hands-on approach.
- Do you have a passion for customer service and have excellent customer service skills?
- Are you loyal, positive, and hard working?
- Are you passionate about your career, are a team player and have a bright personality?
FANTASTIC COMPANY BENEFITS:
You will have access to a benefits package we believe truly works for our people and enhances our overall culture...
- Friendly, people focused team
- Discounted hotel room rates for you and your friends & family
- Full training provided
- Extra days holiday for your birthday
- Flexible working arrangements
- Pension
- Free Car Parking when on duty
- Access to discounted travel and High Street discounts from various retailers
- Complimentary meals, when on duty
- Cycle to work scheme
- Access to Healthcare Insurance
- Free Gym Membership
EQUAL OPPORTUNITIES
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We accept and celebrate our team for who they are and welcome people of all races, disabilities, sex, gender identities and reassignment, sexual orientation, ages, pregnancy and maternity, religion or belief and marriage and civil partnerships. We keep our recruitment process simple and consider applicants on their abilities alone to ensure a fair interview process. If at any point throughout our process you require reasonable adjustments, please contact careers@rbhmanagement.com.
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