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Front Office Shift Leader

1 month ago

London, Greater London, United Kingdom Royal Lancaster London Full time
Front Office Shift Leader

We are seeking a highly motivated and organized Front Office Shift Leader to join our team at the Royal Lancaster London. As a key member of our Front Office team, you will be responsible for providing exceptional customer service, ensuring seamless operations, and contributing to the overall success of our hotel.

Key Responsibilities:
  • Support and coordinate with Guest Service Agents to ensure efficient service delivery during busy periods.
  • Utilize various computer systems, including Opera, to manage guest interactions and resolve issues.
  • Upsell room types to achieve departmental goals and enhance 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 prescribed service standards.
  • Monitor the appearance, conduct, guest relation skills, and punctuality of Reception staff to maintain departmental standards.
Requirements:
  • 40 hours per week, with a shift rota.
  • Ability to work in a fast-paced environment and adapt to changing situations.
  • Excellent communication and interpersonal skills.
  • Proven experience in a similar role or related field.
What We Offer:
  • A competitive salary, plus service charge.
  • Pension scheme with company contributions.
  • 50% discount in all our restaurants and Spa's 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 programmes.
  • Interest-free season ticket loan.
  • Employee Assistance Programme - 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 the business focuses, community, and environment.
  • Employee recognition schemes and Social Committee events.

We are an equal opportunities employer and welcome applications from diverse candidates. All applicants must be legally eligible to work in the UK.