Hotel Front Office Manager

4 weeks ago

London, Greater London, United Kingdom Imperial London Hotels Full time

Job Title: Hotel Front Office Manager

Job Summary:

We are seeking a highly skilled Hotel Front Office Manager to join our team at Imperial London Hotels. As a key member of our Front Office Management team, you will be responsible for delivering exceptional guest experiences and ensuring the highest standards of service quality.

Key Responsibilities:

  • Support the Front Office Management team in delivering quality of service and delivery for all services and facilities within Front Office departments.
  • Confidently handle any guest complaints in a timely manner and ensure that suitable solutions are reached to satisfaction of our guests.
  • Establish guest satisfaction data and develops improvement plans to address service shortfalls in service quality and/or delivery standards.
  • Ensure that the front desk team provides a professional and friendly service for customers and manage any guest complaints that arise.
  • Ensure that there is adequate cover across the reception through scheduling staff rotas and providing cover as needed.

Requirements:

  • Previous experience as a Reception Supervisor or Front of House supervisor in a similar operation.
  • A passion for hospitality and creating memorable experiences for others.
  • Commercially focused with an understanding of how to maximise profits through revenue management.
  • Personable and engaging with the ability to build rapport easily, with great communication skills with both internal departments and guests alike.
  • A multi-tasker with excellent organisation skills and the ability to prioritise workload and adapt to changing priorities.

What We Offer:

  • 28 days holiday pro-rota increasing with length of service up to 33 days.
  • Free meals on duty.
  • Uniform and dry-cleaning.
  • Workplace pension scheme.
  • £300 Refer a Friend Scheme.
  • Employee recognition and awards.
  • Social events and interest-free Season Ticket Loan/Travelcard Loan.
  • 50% discount to friends and family in our hotels on hotel rooms and 20% discount in our restaurants (subject to availability).
  • Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets.
  • Shopping discounts across several high-street brands and online retailers.
  • Early Pay - instantly access a portion of the pay you've already earned.
  • Mental health first aiders support and well-being.
  • Employee Assistance Programme - supported by Hospitality Action.

Career and Development Benefits:

  • Training and development through our Imperial London Hotels Academy.
  • Access to fully funded apprenticeships (subject to eligibility).
  • £1,000 for your chosen course for development once you complete our Buddy programme (subject to eligibility).
  • Access to Supported Study Scheme (subject to eligibility).
  • Annual Free English Course accredited by UCL Centre for Languages & International Education.
  • Opportunity to explore other roles within Imperial London Hotels after 1 year of service.

Extended Benefits:

  • Technology Scheme (subject to eligibility).
  • Cycle to Work Scheme (subject to eligibility).
  • Workplace Nursery Scheme (subject to eligibility).
  • Electrical Car Scheme for senior management positions only (subject to eligibility).

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