Front Office Team Leader

7 months ago

Birmingham, United Kingdom Holiday Inn Birmingham Airport NEC Full time

Department - FRONT OFFICE

Reports to - FRONT OFFICE MANAGER

Welcome

Now that you are part of our family, let’s explain the role you'll play.
What’s the job? The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Team leader you’ll deliver this through managing all aspects of the front office shift (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Your day-to-day:

- **Guest Experience**:

- Ensure your front office team on shift delivers a great service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
- **People**:

- Manage shift staffing needs, plan and assign work and establish performance and development goals for team members on your shift. Provide mentoring, coaching and regular feedback to improve team member performance on your shift.
- Educate and train team members in compliance with laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
- Ensure your team on shift are properly trained on systems, security, service and quality standards
- **Financial**:

- Preparation of daily financial reports
- Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
- **Responsible Business**:

- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
- Train team members on the shift on PBX procedures and serve as part of a central communications point during emergency/crisis situations;
- Perform other duties as assigned. May also serve as manager on duty

**Accountability**

This job typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee a team

**How do I deliver this?**

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all hotels.

Each hotel delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
- **True Attitude**: being caring, wanting to make a positive difference, and building genuine connections with guests
- **True Confidence**: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
- **True Listening**: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
- **True Responsiveness**: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

**Employee Name**:
**Employee Signature**:
**Date**

**Salary**: £21,000.00-£22,000.00 per year

**Benefits**:

- Employee discount

Schedule:

- 8 hour shift
- Day shift
- Weekend availability

Ability to commute/relocate:

- Birmingham: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer service: 2 years (preferred)
- Administrative experience: 1 year (preferred)

**Language**:

- English (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work authorisation:

- United Kingdom (preferred)

Shift availability:

- Day shift (preferred)
- Night shift (preferred)

Work Location: In person

Reference ID: Front Office Team Leader

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