Front of House Manager

1 day ago

South West London, London, United Kingdom SUCCESS KENSINGTON LIMITED Full time
About Ellen Kensington Hotel:

Ellen Kensington Hotel, located in the prestigious neighborhood of Kensington, combines timeless elegance with modern luxury. With 105 beautifully designed rooms, a fine dining Pan-Asian restaurant, a sophisticated bar, and a state-of-the-art spa, we offer guests an unforgettable experience. Join our dedicated team and play a key role in delivering exceptional hospitality.

Job Overview:

We are seeking an experienced and proactive Front of House Manager to lead our Front Office operations. This role is ideal for someone who is highly organized, detail-oriented, and passionate about delivering five-star guest service. In this position, you will oversee the Front Desk, Concierge, and Reservations, and work closely with Housekeeping, assisting with room checks to maintain high standards.

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.
Qualifications & Skills:

  • Experience:

    • Minimum of 5 years experience in Front Office or Front of House management, ideally in a luxury hotel environment, with revenue management experience preferred.

  • Education:

    • Degree in Hospitality Management or related field is desirable.

  • Skills:

    • 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.

  • Availability:

    • Flexibility to work shifts, including evenings, weekends, and holidays, as needed.
What We Offer:
  • Competitive Salary: Reflective of experience and industry standards.
  • Benefits: Free meals during shifts, preferential rates on hotel products and services, and participation in company events.
  • Professional Growth: Opportunities for advancement within the hotel and training to develop your career in luxury hospitality.

AMRT1_UKCT

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