Front Office Manager (Maternity Cover)

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Our mission at Novotel Cambridge North is to create memorable moments for our guests, giving the best hospitality experience starts with having great and happy people! Get ready to make an impact and be the future of hospitality with us. Our leaders and staff will provide you with the best tools, resources and experiences to support you to grow and learn every day building meaningful experiences.

Main responsibilities:

• Customer Relations
• Present a professional, friendly and efficient impression of the Hotel at all times.
• 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.
• Maintain a good working relationship with your colleagues creating a team that works well together and with other departments.
• Ensure that your team is developed to provide a hospitable service to the standard laid down by the Standards Training Manual.
• 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.
• Maintain vigilance regarding possible fraud, theft and potential security risks.
• Have a full understanding of all systems and programmes e.g. Tars, etc.
• Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised.
• Support with initiative and commitment the overall objectives of the business in terms of revenues, costs and teamwork – whilst developing your personal competency levels.
• Be a good example of the company dress code and appearance standards – ensuring that your team fully comply with these.
• Deal with guest complaints.
• Team management and cross-departmental responsibilities
• Ensure that your team are fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information onto the guest whenever the possibility arises in order to maximize hotel sales.
• Display a pro-active and innovative approach to skills development and standards enhancement with your team.
• Co-ordinate constructively with both the finance and night teams so that policy, procedure and requirements are all adhered to.
• Establish and maintain strict security procedures within your department, reporting any potential risks to the Hotel Manager.
• Display a pro-active and consistent approach to stock control, cost control and cash control.
• Actively develop positive and effective communication between the reception team and the housekeeping team.
• Continuously analyse actual standards observed against department standards.
• Demonstrate a pro-active approach to delivering company and operational standards and actively challenge deviation.
• Build a consensus and negotiate mutually beneficial solutions to problems.
• Undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position at the request of the Hotel Manager.
• Assist the FOM with the design and implementation of new procedures, when necessary.
• Control reports from Night-Audit (guest’s credit limits, deductions, refunds, complimentary rooms…).
• Ensure a high quality on the daily basis work (City Ledger, Check-in, Check-out, and other daily operations).
• Supervise the daily billing, cashiering and business reports.
• Assist the FOM with Month end reports and Management letter.
• Take part in the annual budget preparation for the Front Desk.
• Carry out Duty Management functions as required.
• Develop interactive customer relations and be aware of any possible future requirements.
• Relay such information and ideas to the FOM for the enhancement of customer expectation.
• Continuously report pro-actively on risks and opportunities to the FOM so that insight is created for team decision-making.
• Regularly check the quality of the service provision available by means of customer comments, feedback during service meetings.
• Give daily recommendations according to groups, arrivals, departures and special issues.
• Organise for VIP welcome when necessary.
• Actively develop your team’s awareness of revenue capture and resolving posting errors and guest queries relating to charges – in order to protect revenues.
• Encourage staff to maximize revenue by upselling and following yield recommendations.
• Ensure that staff has good knowledge of rates, segments and hotel promotions.
• Communication
• Hold daily shift briefings with team.
• Chair a monthly department meeting following the agreed format and reporting.