Front of House Operations Manager

1 day ago

Earl's Court, United Kingdom SUCCESS KENSINGTON LIMITED Full time
Job Overview

We are seeking a seasoned Front of House Manager to lead our Front Office operations at SUCCESS KENSINGTON LIMITED. This role is ideal for someone who is highly organized, detail-oriented, and passionate about delivering exceptional guest service.



Key Responsibilities

  • Guest Service Excellence: Lead and inspire the Front of House team to provide outstanding service from check-in to check-out, ensuring guests receive a seamless and memorable experience.
  • Handle guest inquiries, special requests, and complaints professionally, maintaining high levels of guest satisfaction.


Front Office & Reservations Oversight:

  • Manage all Front Office operations, including the Front Desk, Concierge, and Bell Service, to ensure smooth day-to-day operations.
  • Oversee the Reservations team, coordinating room availability and bookings to optimize occupancy and revenue.
  • Assist in managing room rates and inventory in collaboration with the Revenue Manager, ensuring availability and pricing align with market trends.


Housekeeping Collaboration & Room Checks:

  • Work closely with the Housekeeping department to ensure rooms are always prepared to high standards.
  • Conduct room inspections and assist with quality checks to ensure the highest level of cleanliness and readiness for guest arrivals.


Team Leadership & Training:

  • Lead, train, and develop Front of House and Reservations staff to deliver exceptional service and adhere to hotel policies.
  • Conduct performance reviews, set team goals, and foster a positive work environment that encourages collaboration and growth.


Operational Efficiency & Coordination:

  • Oversee check-in, check-out, and billing processes, ensuring accuracy and efficiency in guest transactions.
  • Coordinate closely with other departments, including F&B and Maintenance, to ensure guests needs are met seamlessly.


Financial Responsibility & Reporting:

  • Manage the Front Office budget and control expenses in line with the hotels financial goals.
  • Prepare regular reports on Front Office performance, guest satisfaction, and room occupancy rates, identifying areas for improvement.


Requirements:

  • Minimum of 5 years experience in Front Office or Front of House management, ideally in a luxury hotel environment, with revenue management experience preferred.
  • Degree in Hospitality Management or related field is desirable.
  • Strong leadership and organizational skills, with the ability to multitask and manage a busy team.
  • Excellent interpersonal and communication skills to interact effectively with guests, staff, and management.
  • Proficient in Property Management Systems (PMS) such as Opera or similar, with experience overseeing reservations.
  • Exceptional attention to detail and commitment to delivering outstanding guest service.
  • Flexibility to work shifts, including evenings, weekends, and holidays, as needed.

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