Front Desk Manager

4 weeks ago

London, Greater London, United Kingdom Accor Hotels Full time
Job Title: Front Desk Manager

Join our team as a Front Desk Manager at The Savoy, a Fairmont Managed Hotel, and be part of a renowned leader in the hospitality industry. As a Front Desk Manager, you will be responsible for ensuring consistency and excellence in service standards in the front office.

Key Responsibilities:
  • Coordinate daily arrivals with all pertinent departments in the hotel to ensure accurate room allocations and special requests are met.
  • Utilize various computer systems to check guests in and out, run daily reports, and select and block rooms for arriving guests.
  • Manage room inventory to best accommodate guest preferences while maximizing revenue at the front office.
  • Prioritize room allocations based on guest arrival times, utilizing and communicating queue rooms with Housekeeping, wait times, and VIP or special attention status to create a smooth arrival and departure experience.
  • Ensure all financial and credit procedures are followed, and follow up on credit problems with Front management and/or Credit Manager.
  • Assist in resolving customer complaints and guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
  • Conduct full daily AM and PM shift briefings.
  • Assist all members of staff with training to achieve the standards set by The Savoy and keep records of training whenever requested by the Front Desk Management.
  • Maintain maximum occupancy within the hotel, avoiding overbooked situations and maintaining the correct guest mix.
  • Check in detail each day's arrivals list for VIPs, celebrities, and regular guests, ensuring they have their requested accommodation and special services checked and receive complimentary items as ordered and on time.
  • Liaise with the Housekeeping department to ensure rooms are ready for new arrivals and that any special requests are met.
  • Ensure adherence by all staff within the department to all Health and Safety Regulations and Fire and Bomb Procedures.
  • Assist the Front Desk Management Team by personally ensuring the hotel's credit procedures are in place and are fully understood and practiced by all Front Office staff.
  • Coordinate all group bookings, working closely with Conference Services.
  • Coordinate arrivals, departures, and billing requirements.
  • Maintain an updated Standards Training Manual and associated resource materials.
  • Keep receptionists well informed of all changes in hotel policy, services, personnel, special activities, etc.
  • Review guest's bills in advance and anticipate resolving discrepancies, avoiding delays on guest checkouts and complaints for incorrect billings.
  • Ensure the Back offices for Reception are always clean and immaculate.
  • Implement an innovative approach to the business, constantly seeking, suggesting, and implementing new product and service enhancements.
  • Develop and project initiatives that reflect the goal to a more sustainable hotel environment.
  • Provide basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
  • Assist with responsibilities and duties in the absence or heavy volume in the areas of Concierge, Telephone, Housekeeping, Guest Services, and Front Office.
  • Perform other duties as required by Management, relating to the operation of the hotel.
  • Offer service to all guests in a manner that exceeds expectations.
  • Assist with the coordination of training, development, and evaluation of employees in the department.
Requirements:
  • 1-3 years' experience in a luxury hospitality environment.
  • Excellent communication skills, both verbal and written, with the ability to communicate effectively with people of all levels.
  • Enthusiastic and positive personality with the ability to build trusting relationships.
  • Ability to multi-task and problem-solve in a fast-paced environment.
  • Keen eye for detail and a strong understanding of the room styles.
  • Flexibility to work different shifts, including night shifts.
  • Knowledge of OPERA PMS.
Desirable:
  • Previous experience of guest complaint handling and going the extra mile to meet guest needs.
  • Knowledge of Opentable, Silverware.

We believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

We offer a competitive salary and benefits package, including pension and life assurance, 31 days of holiday, including public holidays, cashback scheme for everyday wellbeing/healthcare expenses, and special rates for Savoy colleagues and their friends and family.

We are an equal opportunities employer and welcome applications from all qualified candidates.

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