Front Office Shift Leader

5 days ago

London, Greater London, United Kingdom Royal Lancaster London Hotel Full time

Job Summary:

We are seeking a highly motivated and experienced Front Office Shift Leader to join our team at the Royal Lancaster London Hotel. As a Front Office Shift Leader, you will be responsible for leading a team of Guest Service Agents and ensuring that our guests receive exceptional service and a memorable experience.

Key Responsibilities:

  • Support and coordinate support with Guest Service Agents during busy periods.
  • Confidently use various computer systems to manage front office operations.
  • Upsell room types to achieve departmental goals and increase revenue.
  • Train, support, and review Guest Service Agents to ensure they meet personal and departmental goals.
  • Conduct quality checks to ensure Guest Service Agents adhere to service standards.
  • Monitor the appearance, conduct, and guest relation skills of Reception staff to ensure departmental standards are met.

Requirements:

  • Previous experience in a front office role, preferably in a hotel environment.
  • Excellent communication and leadership skills.
  • Ability to work a 40-hour shift rota, including evenings and weekends.
  • Knowledge of front office systems and procedures.

What We Offer:

  • A competitive salary and service charge.
  • A comprehensive pension scheme with company contributions.
  • 50% discount in all our restaurants and spas across our properties.
  • Team member and Friends & Family rates across our properties.
  • Complimentary stay after passing probation.
  • Extensive discounts on our benefits platform.
  • Access to private medical insurance.
  • Support through development plans, apprenticeships, and management development programs.
  • Interest-free season ticket loan.
  • Employee Assistance Program - 24/7 online GP, mental health support, and virtual wellbeing.
  • Bike to work scheme.
  • Recommend a Friend incentive.
  • Complimentary laundry.
  • Free meals on duty.
  • Opportunity to join our taskforces to contribute to business focuses, community, and environment.
  • Employee recognition schemes and Social Committee events.

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