Front Office Manager

1 month ago


City of London, Greater London, United Kingdom Apex City of London Hotel Full time
About Us

At Apex City of London Hotel, we're passionate about delivering exceptional customer experiences. Our team is dedicated to creating a warm and welcoming atmosphere for our guests, and we're looking for a talented Front Office Manager to join our team.

Job Overview

As a Front Office Manager, you'll play a key role in overseeing the customer journey from arrival to departure. You'll work closely with our senior leadership team to develop and implement strategies that drive customer performance and excellence delivery. Your focus will be on creating extra special moments for our guests, providing a personal experience that they'll want to share.

Main Responsibilities
  • Develop and implement departmental strategies to grow customer performance and excellence delivery
  • Deliver high visibility during key guest demand periods, ensuring a total lobby experience
  • Meet monthly Net Promoter and Guest Review Index arrival/in stay/departure targets
  • Own the full arrival/in stay/post stay services feedback
  • Measure and own customer preferences profiling in the PMS
  • Deliver over 90% completed Management response on Review Pro
  • Responsible for creation, management, and fulfillment of departmental budgets
  • Deliver suggestive upselling training as part of the guest value proposition
  • Host weekly and monthly strategy meetings with operational teams and General Manager, reviewing key metrics and performance indicators
  • Analyze daily/weekly payroll cost in accordance with forecasted and materialized occupancies to ensure optimal performance and immediate overspend correction
About You

We're looking for a customer-centric individual with a clear focus on enhancing the customer journey. You'll be a clear and influencing communicator, able to interact across all levels. You'll have the ability to adapt and drive a continuous growth and transformational mindset, identifying and managing best resources to achieve targets. A strong understanding of related Health and Safety requirements is essential, as is a coaching, supporting, and challenging approach to deliver operational targets.

What We Offer
  • 35 days holiday
  • Training and development from day one
  • Employee events and celebrations
  • In-house company interactive employee communication app
  • Entry to our state-of-the-art gym and pools
  • Healthy meals to enjoy while working
  • Access to an external Employee Assistance Programme
  • Financial Wellbeing App Wagestream, allowing you the flexibility to get paid earlier than your normal monthly pay date
  • £200 referral bonus when your friends or family join the team

Following your first successful 3 months, you'll also receive access to our discounts and wellbeing platform Treat Yourself Here, unlocking savings and experiences for you and your family. You'll be involved in our employee of the quarter and annual recognition schemes, and receive long service recognition. You'll also receive a probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two, 50% discount in our restaurants, Cycle to Work Scheme, discounted room rates for employees, friends, and family, spa treatments and product discounts, and Critical Illness & Life Assurance cover.

We encourage you to bring your true self to work. We'll provide great training and development opportunities, allowing you to flourish in a fulfilling career, reaching your dreams and aspirations. Our family can never be too big, there's a place here for you. We have one ask - that you bring your personality, ideas, and spark. We're an innovative, thriving business and we want you to be part of our exciting journey.


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