Front Office Team Leader
5 months ago
Holiday Inn Birmingham Airport NEC, currently seeking an experienced Assistant Food & Beverage Manager to join the family.
- **Do you have experience using Opera Reservation Systems?**
- **Do you thrive from providing outstanding, memorable guest experience?**
- **Do you relish the thrill of a fast-paced role/ environment, where no two days are the same?**
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 & supervising front desk agents alongside 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
**Essential Requirements**:
- Previous hotel experience in a similar role
- Experience of hotel systems (Opera)
- Good knowledge of local area
- Good organisational skills
- Be able to motivate a team
This role is a permanent full-time role, working 5 days out of 7 per week.
Includes early mornings/ evenings & weekends
**What will I get?**
- Employee Discount on all IHG properties (global)
- 50% Discount on Food & Drink
- Employee Benefits Platform (Multiple Discounts across many vendors)
- On site parking
- Referral programme
- Free meal on shift
- Company Events
- Free use of Leisure Facilities
- Free Uniform
**Who are we**:
Holiday Inn Birmingham Airport is a busy 241-bedroom multi-faceted hotel, located by Birmingham Airport, NEC, Resorts World and the M42 motorway.
With significant investment and refurbishment program completed, this is an exciting time to join this fast-paced organisation.
**Salary**: £23,000.00-£24,000.00 per year
Schedule:
- 8 hour shift
- Day shift
- Weekend availability
**Experience**:
- Customer service: 2 years (preferred)
- Administrative experience: 1 year (preferred)
Work authorisation:
- United Kingdom (preferred)
Work Location: In person
Reference ID: Front Office Team Leader
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