Front of House Manager in Egham

£35,000 per annum + monthly service charge payment

A range of in-company benefits listed below.

The Place Great Fosters Hotel, the most recent addition to Alexander Hotels, has gained AA 5 Star status & a Michelin Key Grade 1 listed building in 50 acres of stunning gardens and parkland in Egham, Surrey. The hotel features 56 bedrooms spread across the Hotel and adjoining Cloisters and Coach House. For dining, there is The Tudor Pass with 3 Rosettes, as well as the 2 Rosette Estate Grill. A beautiful 14th century Tithe Barn is available for functions together with the Orangery, the Conservatory and a range of other meeting and private dining rooms. Our latest development is the creation of our Utopia Retreat facilities.

The Role

Reporting to our Hotel Manager, you will be responsible and accountable for all front of house service areas including Hotel Reception, Concierge, Night Concierge and our Utopia Retreat facility. Your focus will be the consistent delivery of high standards of guest service across all front of house areas, while acting as the Hotels Host Manager ensuring our overall service reflects our 5 Star accreditation.

Duties include:

• To ensure all front of house staff are recruited, trained and developed in line with current and future business requirements and budgets.
• To ensure all service standards to AA, SLH, Michelin and Mystery Guest Standards are achieved consistently across all front of house areas.
• Be the designated Front of House trainer on Rezlynx and Front of House procedures.
• Ensure the presentation of all front of house areas are clean, safe, welcoming and appealing with point of sale material displayed in line with agreed standards and legislation.
• Ensure all front of house team members are smart, punctual, polite, courteous, and helpful to guests & colleagues at all times.
• Ensure team have all products and resources to deliver excellent service by an organised process of planning, stock taking and ordering.
• Ensure the team have excellent product knowledge of all facilities, prices and are up to date on any current special offers through effective communication and briefings.
• Performance management of the team through training, coaching, support and actioning Disciplinary Procedures where other actions fail.
• Completion of Employee Performance Reviews.
• Set, implement and maintain Front of House Department SOPs, auditing standards to ensure compliance and actioning improvements/developments/shortcomings.
• Drive sales through service excellence, staff training, upselling.
• Monitor guest feedback personally and through guest comment reporting systems/processes ensuring an appropriate response.
• Ensure accuracy of Front House financial transactions together with all Front of House administration, implementing control procedures to guarantee success.
• Ensure that all rotas for Front of House departments are prepared to ensure adequate cover while meeting budgetary requirements based on sales.
• Work with the senior team to generate ideas for product development to increase sales and meet ever-changing guest requirements.
• Regularly carrying out Duty Manager shifts as required.
• Comply with legal and Company requirements for health & safety across all Front of House areas.

Requirements:

• Must be an impeccably presented front of house host with a warm and friendly disposition.
• Excellent eye for detail.
• Excellent communication skills both verbal and written.
• Accurate and thorough administration skills.
• An experienced front of house systems/reservations system user and trainer, ideally with a working knowledge of Rezlynx, Guestline and Resdiary or similar systems.
• Experience within the 4/5 Star Hotel Market.
• You will need a passion for hospitality and exceptional customer service.
• You must be able to demonstrate an ability to manage a team by coaching, developing and motivating others.
• Experience of developing teams to their full potential.
• Be a team player with the desire to develop yourself and those around you.
• Adaptable in their approach and able to work and adapt in a fast-changing environment.

Additional Benefits:

• 4 weeks holiday rising to 5 weeks with service.
• 8 Bank holidays.
• Free car parking.
• Discounted hotel accommodation for yourself and your family at all hotels.
• Discounted hair treatments at our two Utopia Spas.
• Discount off all food & beverage at all hotels.
• Discount of individual treatments booked in our two Utopia Spas.
• Discount on retail products in our two Utopia Spas.
• Refer a friend staff recruitment scheme.
• In addition, you will enjoy a range of other benefits when you celebrate your 1 yr, 3 yr and 5 yr anniversary including your birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea and service related holiday.