Front Office Shift Leader

2 weeks ago


Paddington, United Kingdom Royal Lancaster London Full time

About the Role:

We are seeking a highly motivated and customer-focused Front Office Shift Leader to join our Front Office team at the Royal Lancaster London. As a Front Office Shift Leader, you will play a key role in consistently delivering memorable moments and five-star service to our guests and colleagues.

Key Responsibilities:

  • Support and coordinate support with Guest Service Agents during busy periods.
  • Confidently use various computer systems, including Opera, to manage front office operations.
  • Upsell room types to achieve departmental up-selling goals.
  • Train, support, and review Guest Service Agents to achieve personal and departmental goals.
  • Conduct Quality Checks to ensure Guest Service Agents adhere to prescribed service standards.
  • Monitor the appearance, conduct, guest relation skills, and punctuality of Reception staff to meet departmental standards.

What We Offer:

  • A competitive salary and service charge.
  • A 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 world-class 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.

About Us:

We are a leading hotel in London, committed to delivering exceptional service and creating memorable experiences for our guests. We are proud to be a Best Employer for 2021 at the Springboards Excellence Awards and a member of Preferred Hotels & Resorts.


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