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Hotel Front Office Team Lead

4 weeks ago

Horley, Surrey, United Kingdom Hilton London Gatwick Full time

About the Role

We are seeking a highly motivated and experienced Reception Manager to join our team at Hilton London Gatwick. As a key member of our Front Office team, you will be responsible for ensuring that our guests receive exceptional service and have a memorable stay with us.

Key Responsibilities

  • Lead the Front Office team to deliver exceptional guest service and exceed expectations.
  • Manage and inspire the team to achieve maximum guest feedback scores and increase revenue potential through upselling and promotions.
  • Implement sales, marketing, and rates policies as defined by the Revenue Manager.
  • Deal with guest concerns promptly, attentively, and efficiently.
  • Develop and maintain strong relationships with other departments to ensure a seamless guest experience.
  • Coach, train, and support the team to provide consistently high standards while continually looking to improve.
  • Manage rotas, timesheets, and holiday entitlements, considering occupancy and large group movements.
  • Manage and oversee all groups and delayed flight arrivals and associated administration.

Requirements

  • Strong leadership and motivational abilities.
  • Excellent attention to detail and drive to maintain high standards.
  • Strong communication, interpersonal, and organisational skills.
  • Proven experience of managing, coaching, and developing teams.
  • Approachable and positive manner with a "can do" attitude.
  • Ability to use initiative in challenging situations and under pressure.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • A smart and professional appearance.
  • Proven track record in a similar position within a 4-star hotel.
  • Good working knowledge of Opera PMS and Microsoft Office.
  • High standard of English, both written and spoken.

What We Offer

  • Competitive salary.
  • Holiday – 28 days holiday, enhanced after 5 years of service.
  • Free meals on duty.
  • Discounted employee friends & family rates at Arora Hotels.
  • Food and beverage discounts.
  • Christmas gifts and employee parties.
  • Introduce a friend scheme.
  • Cycle 2 work scheme.
  • UK attraction discounts @ Merlin Entertainments.
  • Taste card.
  • Life assurance scheme.
  • Wage stream.
  • Employee assistance programme.
  • Arora star employee recognition.
  • Long service recognition award.

Grow with Us

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group, there are exciting opportunities for career progression and development across our properties and brands.