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Front of House Team Lead

1 month ago


Cambridge, Cambridgeshire, United Kingdom Graduate Hotels Full time

ROLE SUMMARY

We are seeking a highly skilled and experienced Guest Services Manager to join our team at Graduate Hotels. As a key member of our Front of House team, you will be responsible for delivering exceptional guest experiences and ensuring that our hotel operations run smoothly.

KEY RESPONSIBILITIES

  • To act as a "Service Champion" for the Front of House, ensuring that all guests receive a warm and authentic welcome.
  • To supervise the Front Desk Team Members, ensuring that they provide the highest level of service to our guests.
  • To conduct Team Member briefings and debriefings, and delegate specific tasks at the start and end of every shift.
  • To assist in the induction of new Team Members, creating a great new starter experience.
  • To review guest satisfaction results and property audits, identifying areas for improvement.
  • To supervise daily shift processes, ensuring that all Team Members adhere to standard operating procedures.
  • To act as Hotel Duty Manager when assigned Duty Manager shifts.
  • To greet guests as they arrive, focusing on personal recognition in a warm and authentic manner.
  • To ensure a high level of product knowledge of the hotel and surrounding area.
  • To train, coach, and mentor the Front of House Team Members, ensuring a quality operation and service.
  • To resolve guest issues or complaints efficiently, maintaining a high level of customer satisfaction and quality service.
  • To review arrival lists daily, communicate with other departments to ensure welcome amenities are prepared, assembled, and delivered.
  • To be familiar with VIPs arriving for the day, communicating these at daily hotel briefings.
  • To ensure supervisor and daily checklists are carried out, with handovers of shifts.
  • To allocate rooms to expected arrivals, checking guest preferences and special requests.
  • To answer the telephone within three rings, with a smile, and answer questions accordingly or transfer as needed to the relevant department.
  • To be responsible for issued cash floats, counting float during shifts.
  • To ensure that all cash drops are done in accordance with cash handling procedures, reporting all cash over/shorts to management.
  • To ensure the lobby area and outside of the hotel are looking presentable and welcoming.
  • To check Alice regularly for guest requests, maintenance issues, and communication between departments.

WHAT WE ARE LOOKING FOR FROM YOU

  • A minimum of 1 year in a similar supervisory role within the Hotel Industry.
  • Ability to communicate effectively in English, both verbally and in writing.
  • Strong leadership and time management skills.
  • Ability to use, train, and report on Opera - PMS (desirable).
  • Ability to exceed expectations of guests and team members.
  • Ability to work shifts, weekends, and bank holidays.

THE PERKS

  • Company Discount on rooms, plus free night stays each year.
  • Generous recommend a friend scheme.
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal.
  • Access to a 24/7 Employee Assistance Program.
  • Discounts on hotel food and beverage.
  • Recognition incentives.
  • Complimentary meal on duty in the Team Member canteen.
  • Parking for cars, mopeds, scooters, and bicycles.