Assistant Front Office Manager

ibis London Earls Court provides guests with a warm welcome, and spacious and comfortable accommodation with breath-taking views of the London skyline currently in the exciting process of refurbishment with the aim to shift our hotel to a four-star hotel and new branding. Our new goal is to find the right candidates to be part of this amazing project to help us during the evolution to become a modern, stylish, and innovative 12-storey hotel. The hotel is about to undergo a very unique project resulting in a dual branding stylish and modern hotel with a combination of 3* and 4* product allowing the property to tap into different markets.

Our promise iscaring and impeccable service. We nurture real passion for service and achievement beyond limits.

Our mission istomake the impossible possible to realize your dreams.

• Oversee the front desk ensuring we achieve total guest satisfaction
• Ensure that the Front Office team are wearing correct uniform in line with company standards and their name badges
• Have a thorough knowledge of all systems and procedures used within Front Office so that you are able to give decisive direction and supervise to the team
• Welcome guests to the hotel in a courteous and helpful manner
• Ensure that a suitable method of payment for each guest account at the time of check-in
• Understand the credit procedures and be able to explain them to guests where applicable
• Ensure that all guests receive an efficient and correct check-in and that all procedures are followed
• Comply with hotel policy regarding floats and access to the safe
• Handle any guest complaints or problems promptly and to ensure that all resolved and unresolved problems are reported to your Head of Department
• Ensure all VIP/Special Need/Special Request/Previous Complaint guests are highlighted and actioned upon in the correct manner
• Be thoroughly aware of all administration procedures with reference to reservations, correspondence checks/filing relating to a guest stay and taking of reservations in the absence of the reservations department
• Be aware of the reservations procedures with regards to rate quoting and walk in guests
• Communication with the housekeeping management to ensure late/early departures, day use, show round rooms and room moves are dealt with
• Show willingness to be flexible at all times in assisting other departments within the hotel, as the needs of the business dictate - with the ultimate aim in mind of providing the best possible service to our guests
• Be fully aware of hotel amenities, including the opening and closing times, facilities, and contact names for further information
• Maximise revenue where possible by means of upselling and occupancy
• Complete daily accounts procedures and ensure correct monies are banked
• Conversant with the hotel Health and Safety, Fire Safety, Departmental Fire Safety, and Security procedures
• Perform Duty Management shifts in line with company standards
• Perform tasks of FOM when not in the workplace
• Attending meetings with FOM or in their absence
• Order stationery and products needed for the team at line managers’ discretion

Team Management

• Liaise with the FOM on a daily basis of staffing, training and guest issues
• To perform monthly 1:1’s with the Front Desk team and feed this back to the FOM
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
• Conduct the performance reviews/probationary reviews/check-ins of the team
• Help organize team-building events

NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.

PERKS FOR YOU:

• Employee benefit card offering discounted rates at Accor worldwide
• £5 for any name mention
• £200 for the Heartist of the month (Employee of the month)
• Free and delicious meal breaks on duty
• Complimentary stays in UK and North Ireland
• Friends & Family discounts
• 50% food discounts in our restaurants
• Pension Scheme
• Health Insurance
• Eye Test Vouchers
• Cycle to work Scheme
• Staff Uniforms Provided
• Learning programs through our Academies
• Wonderful and fun colleagues
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

Candidates must have the right to work in the UK