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Front of House Team Lead
1 month ago
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.