Front of House Manager

2 months ago

London, Greater London, United Kingdom Rapport Guest Services Full time

Job Summary

Rapport Guest Services is seeking a highly skilled and experienced Deputy Guest Services Manager to join our team. As a key member of our management team, you will be responsible for creating a thriving workplace and ensuring your team is satisfied in their job and work environment.

Key Responsibilities

  • Manage rotas, sickness, lateness, and staffing issues to ensure seamless operations.
  • Delegate tasks to supervisors and ambassadors to optimize team performance.
  • Handle customer escalated complaints and resolve issues in a timely and professional manner.
  • Recruit and interview new hires to ensure the best fit for our team.
  • Lead training sessions or provide one-on-one training to ambassadors to enhance their skills and knowledge.
  • Support additional training and coaching as needed to ensure everyone is performing their job properly.
  • Resolve HR issues promptly and efficiently.
  • Motivate employees to perform well and create a thriving workspace.
  • Manage health and safety and risk management initiatives.
  • Lead projects as assigned and organize teams to assist in these efforts.
  • Liaise with third-party partners and key stakeholders on a daily basis.

Requirements

  • A minimum of 1 year proven work experience as Guest Service Manager in a small contract, Front of House Manager, or a Senior Supervisor within a similar contract.
  • An understanding of all front-of-house management best practices and expectations.
  • A high level of proficiency in English, both verbal and written.
  • Customer service drive with outstanding communication and active listening skills.
  • Excellent problem-solving and multitasking skills.
  • Leadership skills along with the ability to motivate a remote team into high performance.
  • The ability to work flexible hours.
  • A strong sense of responsibility and a professional presentation.
  • The ability to build rapport with colleagues and clients alike.
  • A commitment to innovation and creativity.

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