Luxury Front Office Manager

3 weeks ago

Edinburgh, Edinburgh, United Kingdom The Balmoral Full time

Role Overview

We are seeking a highly skilled and experienced Front Office Manager to join our team at The Balmoral. As a key member of our front office team, you will be responsible for providing exceptional service to our discerning guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities

  • Manage the daily operations of the front office, including guest check-in/check-out, reservations, and billing.
  • Supervise and train front office staff, promoting a high standard of customer service.
  • Monitor room availability, rates, and bookings, coordinating with the reservations and housekeeping teams.
  • Handle guest complaints and issues promptly and professionally, striving to resolve them to the guest's satisfaction.
  • Ensure compliance with health, safety, and security regulations.
  • Prepare and manage the front office budget, including staffing and supplies.
  • Maintain efficient communication between the front office and other departments, such as housekeeping and maintenance.
  • Implement and enforce front office policies and procedures.
  • Ensure all team members are trained, understand, and deliver all Hotel Brand, LQA, and Forbes standards to ensure consistency in executing five-star service standards.
  • Foster a positive work environment by motivating staff and promoting teamwork.
  • Work in conjunction with the Guest Relations Manager to assist in delivering World Class Scottish Hospitality to all our guests.

Requirements and Qualifications

  • Proven experience in a similar role within the hospitality industry (e.g. Front Office Manager, Reception Manager).
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to remain calm under pressure and handle challenging situations with diplomacy.
  • Proficient in hotel management software (e.g. Opera Cloud).
  • Exceptional problem-solving skills and attention to detail.
  • Strong organisational skills and the ability to multitask.
  • A customer-focused attitude with a passion for delivering outstanding guest service.
  • Experience with LQA and Forbes standards is desirable but not essential.
  • A degree or diploma in Hospitality Management or a related field is preferred but not essential.

You will be responsible for ensuring our discerning guests receive the level of service excellence Rocco Forte Hotels are internationally renowned for. Insightful, discreet, and caring at all times, you will lead by example, ensuring your team is exceptionally presented, knowledgeable about all areas of the hotel, and able to answer guests' questions and resolve problems promptly. You will also have oversight to ensure you're personally aware of all incidents and guarantee front office recognition of our VIP guests.

Your ability to deliver outstanding and discreet solutions to all of our guests' needs and to motivate and lead your team will define your success in the role. In turn, you will be given the support to develop your own skills and career with us.

Ultimately, your insight, commitment, and pride in your work will make you an integral part of the Rocco Forte family.

What We Offer

  • 29 days holiday per annum
  • Occupational Pension Scheme
  • Private Medical
  • Meals on Duty
  • £25 per night discounted rates at Rocco Forte Hotels
  • 50% discount on food and beverage
  • 25% discount on Spa Treatments
  • 20% discount on Health Spa products
  • Learning and Development Opportunities
  • Recognition and Reward Scheme
  • Cycle to Work Scheme
  • Local Retailer Discounts
  • Employee Social Events
  • Employee Assistance Programme

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