Hotel Front Office Manager

Major Recruitment are looking for a Front Office Manager to join an award winning hotel in Surrey. Our client is looking for a Front Office Manager to ensure the smooth running of the reception and night teams. Ensuring guests receive the highest standards of service, whilst maintaining a commercial focus to make sure profits are maximised.

Responsibilities for Front Office Manager:

Primary Responsibilities:

• Oversee day-to-day operation of the Manor House with responsibility for The Reception, Nights, Porters and Cellar providing leadership and guidance to team members.
• Take responsibility and control of Manor House departments by developing and implementing effective standard operating procedures.
• Be proactively interactive with guests and ensure a management presence at peak times of the day so our mission "that you will leave feeling better than when you arrived" is achieved.
• Be the senior point of contact in the Manor House ensuring any situations, complaints or team member issues are managed and resolved at the earliest opportunity.
• Liaise with other Heads of Department (HoD's) across the resort to ensure a smooth and integrated guest experience.
• Manage and coordinate the Duty Manager rota to ensure an appropriately trained and experienced person is always on-site to maintain standards and handle any emergencies that may arise.
• Oversee and take responsibility for rotas, timesheet and attendance data and payroll amendments for colleagues in your departments ensuring accurate and timely data and that costs are managed in line with budgets and revenue forecasts.
• Proactively manage and develop team member performance through job chats, appraisals, objective setting and disciplinary procedures if necessary with the support from the HR department.
• Create a positive work environment that re-enforces our value of 'belonging' understanding that engaged and happy colleagues are the key to success.

Reception Responsibilities:

• Ensure the team provides a warm and friendly welcome and departure experience for all guests.
• Regularly review service standards to ensure we maintain and enhance our service offering, with SOP's being updated accordingly.
• Ensure all team members are fully conversant with the facilities and services offered and up-sell this to the guest at every opportunity.
• Assist management in training, motivating, and coaching team members; serve as a role model and first point of contact for any queries.
• Supervise the team's workload on shift, allocating duties and responsibilities to the reception colleagues, offering assistance where necessary. Ensure the following tasks are carried out by the team with support from yourself where required:
• Check in guests on arrival, take pre-authorisations, complete registration and update information as per company procedures.
• Receive payments, issue receipts and use the PDQ machine.
• Check guests out on departure, ensuring full payment is taken and copy of a VAT receipt is issued to the guest.
• Prepare paperwork for the next day's arrivals, making sure the information on the registration cards is correct. Print the following days' paperwork for all arrivals including registrations cards, welcome letters and feedback forms. Ensure that these are well presented.
• Understand switchboard operation, accepting external and internal calls within 3 rings and transferring them to the correct department/room.
• Check prior shift handovers and write daily handovers in the diary for current and forthcoming days to ensure seamless guest service is provided
• Follow the correct procedure to complete the "end of day" and receive all takings from departments securely.
• Use the shift report to ensure PDQ system and reception reports balance, rectifying any discrepancies.
• Administration duties including filing of confidential paperwork.

Requirements:

• Experience working in a 4 or 5 star hotel with similar job role.

Benefits:

• Salary of up to 42,000 per annum plus 10% bonus based on matrix.

• Complimentary club membership for you and your partner (qualifying period applies)
• Product and service discounts including spa, restaurant and hotel stays
• 28 days' holiday increasing with service (includes public & bank holidays)
• Complimentary annual hotel stay for two
• Contributory pension scheme
• Bonus and incentive schemes
• Birthday Breakfasts
• Employee awards
• Annual staff party

'Major Recruitment act as an employment agency for permanent roles and an employment business for temporary opportunities'.