Front Of House Coordinator - Switchboard

Front Of House Coordinator / Switchboard

40 hours (5 out of 7 days weekly rota)

£25,000+ Benefits

Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises. The portfolio includes The Royal National Hotel which remains UK largest hotel with over 1,600 rooms, The Bedford Hotel, The President Hotel, The Tavistock Hotel, The Morton Hotel and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4* Deluxe Hotel in 2025.

We are now recruiting a Front of House Co-ordinator at our Royal National 1630-bedroom Hotel.

Putting our guests at the heart of everything you do, you make it your mission to ensure that you and your team deliver an exceptional guest journey from check in to check out. Working as part of a large Reception team with Reception Managers, you will be a role model for the team, leading by example to create a memorable guest experience for each guest, and address any shortfalls in service quality and operating standards.

Key Duties will include the following:

• Support the Front Office Management team from Back of House in delivering quality of service and delivery for all services and facilities within Front Office departments holding regular team meetings to agree areas of operational focus on service quality, KPI and other targets.
• Deal efficiently and courteously with all guest enquiries or requests coming via the switchboard in a timely manner with appropriate follow-up or escalation when necessary.
• Take accurate messages for the guests and employees and to ensure that they are delivered in a timely manner.
• Manage and enter group bookings for the hotel and liaise closely with Groups department ensuring all Groups information is inputted in the system and allocated accordingly.
• Ensure that all correspondence is recorded and filed accurately as per the hotel and company standards.
• Manage booking requests and comments via Expedia, company’s app and other sites.
• Make considered allocation for reservations based on availability, guest preferences, special occasions and knowledge of prevailing market conditions and liaising with Central Reservations department to ensure the guest satisfaction.
• Check out reservations after the guest departure.
• Handle any issues that may arise with bookings or reservations.

What we’d like from you

• Previous experience as Reception in Front of House or a similar operation.
• A Passion for hospitality.
• Personable and engaging with the ability to build rapport easily, with great communication skills with both internal departments and guests alike
• A multi-tasker - with your excellent organisation skills, you can prioritise workload and also adapt to changing priorities where needed.
• A positive can-do attitude, you are calm under pressure, able to work both independently and as part of a team.
• A good working knowledge of Microsoft and knowledge of Reservation Systems (Opera)

What you’ll get in return

• Holidays 28 (inc. of bank holidays) increasing with length of service up to 33 days
• Free Meals on Duty and Uniforms
• Workplace pension scheme
• £300 Refer a Friend Scheme
• Opportunity to explore other roles within ILH Group after 1 year of service
• 50% discount to friends and family in our hotels (excluding Morton Hotel)
• Interest-free season ticket loan (after probation)
• Training and development through our ILH Group Academy
• Employee recognition awards, Christmas Party and other social events
• Reward and recognition schemes
• e-points to be used across several high street brands and online retailers
• Supported by Hospitality Action
• Local discounts at Gym, Dry Cleaners, Restaurant outlets