is an integral part of our management team and oversees the smooth running of our front of house operations. In this role, you welcome the guests and provide support and leadership to all Hotel Team Members.
You contribute to guest’s satisfaction by providing high quality services with a warm and friendly approach. You also ensure that all hotel procedures are consistently applied by all the team.
Main duties and responsibilities :
Present a professional, friendly and efficient impression of the Hotel at all times.
To ensure that all tasks relating to guest comfort, guest satisfaction or the impression the guest receives of the Hotel must be treated with utmost priority.
To maintain a good working relationship with your colleagues creating a team that works well together and with other departments.
To ensure that your team is developed to provide a hospitable service to the standard lay down by the Standards Training Manual.
To develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments.
Implement training programs for all employees, conduct induction and skills training.
To maintain vigilance regarding possible fraud, theft and potential security risks.
To have a full understanding of all systems and programme e.g. FOLs, Tars, etc.
Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised.
Ensure you have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained with effective communication with the lobby team.
To support with initiative and commitment the overall objectives of the business in terms of, revenues, costs and team work whilst developing your personal competency levels.
To be a good example of the company dress code and appearance standards ensuring that your team fully comply with these.
Make sure you and your staffs are providing excellent service to guests.
Deal with guest complaints.
Take the lead on recruitment and training of new team members.
Perform any other duties as directed by the hotel management.
Minimum 2 year previous experience in hotel operations.
Leadership experience such as team leader role is an advantage.
Essential skills :
String knowledge about hotel operations and front office duties
Strong written and verbal communication skills in English
Excellent interpersonal skills and positive attitude
Ability to work well as a team and lead the team
Computer literate and ability to learn new software
Attractive Bonus Scheme
A Discount Card to be used in Accor Hotels Worldwide
Complimentary stays in UK hotel (Bonus Breaks Vouchers - subject to availability and T&C)
Training & Development
Additional holidays with length of service
International Development Opportunities