Assistant Front Office Manager - Burton upon Trent

Assistant Front Office Manager – Burton upon Trent Assistant Front Office Manager Location: Hoar Cross Hall, Staffordshire About Us: Nestled in the heart of Staffordshire, Hoar Cross Hall combines the elegance of a stately home with the indulgence of a luxury spa resort. Offering an unrivalled guest experience, our estate boasts exquisite dining venues, expansive gardens, and a world-class spa. At Hoar Cross Hall, we’re committed to delivering exceptional service and creating unforgettable memories for our guests. Here at Hoar Cross Hall our aim is to treat our guests as a friend of the family and to create positive memorable experiences during their stay or visit to the Hall and Spa. Our purpose is to hire people with passion and positivity. We train you for skill, nurture you to grow and achieve your goals…. The Role: We are seeking a dynamic and experienced Assistant Front Office Manager to oversee the smooth operation of our reception department, including managing receptionists and day porters. As an integral part of our team, you will drive quality standards and align daily operations with the company’s Vision, Mission, and Commitments. You will be responsible for maximizing sales, optimising yield, and managing costs, while ensuring guests enjoy exceptional service from arrival to departure. Why Join Us: Work in a stunning, historic estate with a commitment to excellence in hospitality. Competitive Rate of Pay. Complimentary use of the leisure and spa facilities. Free lunch from our staff canteen. Complimentary Spa Day at Eden Hall on work anniversaries. Employee Benefits Program. Free Parking. Discount on overnight stays and spa days. 30% discount on food and drink. Excellent Induction and training programme. Opportunities for professional development and career advancement. Role Specification: Supervise, coordinate, and lead the reception and day porter teams, ensuring a high standard of service. Collaborate with the reservations team to manage special requests and ensure seamless guest arrivals. Create weekly staff schedules, balancing operational needs with staff availability and performance. Implement and track departmental KPIs to ensure efficiency and performance goals are met. Ensure thorough understanding and adherence to hotel rates, packages, and special promotions. Train, develop, and motivate the team to ensure a smooth guest journey and consistent service quality. Maintain accurate guest information in the hotel’s Property Management System (PMS). Manage financial transactions and ensure compliance with accounting procedures, including postings and payments. Maintain excellent knowledge of local attractions, tourist information, and competitors in the area. Handle guest complaints effectively and work towards resolving issues in a positive manner. Maximize revenue through in-house selling techniques, and train the team to do the same. Conduct regular performance reviews and provide on-the-job training for team members. Personal Specification: Essentials Proven experience in a supervisory role within the hospitality industry, preferably in a front office or reception management capacity. Strong leadership skills with the ability to motivate, develop, and manage a team. Excellent communication and interpersonal skills to liaise effectively with guests, staff, and departments. In-depth knowledge of hotel operations, PMS, and reservation systems. Ability to manage multiple tasks simultaneously in a fast-paced environment. High level of attention to detail and commitment to quality service. Positive attitude, flexible, and able to work under pressure. Shift Patterns: 40 hours per week. 5 days out of 7 per week. Note: The role requires the flexibility to work varying shifts, including evenings, weekends and holidays. People say you can’t choose your family, well we choose you to be part of ours.