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Front Desk Operations Manager

2 months ago

Aberdeen, Aberdeen City, United Kingdom RBH Management Full time

Job Summary:

The Front Office Manager will be responsible for leading the Front Office operation, ensuring quality standards are maintained in line with Hilton Brand Standards. This includes ensuring the delivery of an exceptional guest experience, managing customer enquiries and requests for bookings, and overseeing payroll, recruitment, and development of the front office team.

Key Responsibilities:

  • Lead the Front Office operation and ensure quality standards are maintained.
  • Manage customer enquiries and requests for bookings, ensuring prompt, courteous, and efficient service.
  • Oversee payroll, recruitment, and development of the front office team.
  • Responsible for managing staffing schedules, shift changes, and payroll.
  • Responsible for scheduling front desk meetings to identify and resolve operational issues, accounting variances, and housekeeping discrepancies.
  • Stay current with all hotel services as well as VIP requests and special events.
  • Project a professional manner with an emphasis on hospitality and Guest service.
  • Ensure the department delivers a consistently high standard of guest service.
  • Supervise hotels guest feedback portals, including direct correspondence, SALT, and 3rd party internet review sites.
  • Compile regular updates on guest feedback to Hotels Senior Management Team.
  • Responsible for day-to-day queries, complaints, and issues that arise in the hotel.
  • Ensure reasonable care is taken for the Health and Safety of yourself, team members, guests, and contractors in the hotel premises.
  • Proactively seek opportunities and ways to maximise revenue and develop service delivery.
  • Ensure that the hotels most valued guests receive the levels of service expected within the lounge.

Benefits:

  • Discounted hotel room rates for you and your friends and family.
  • Extra days holiday for your birthday.
  • Flexible working arrangements.
  • Pension.
  • Free meals on duty saving you over £1000 per year.
  • Free Gym and Pool Facilities - help you save some extra £££.
  • Live in Available to get you started.