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- Tasks: Lead and manage a dynamic Guest Services Team to enhance the customer journey.
- Company: Join Apex Hotels, where family values of Trust, Passion, Friendliness, and Teamwork thrive.
- Benefits: Enjoy 35 days holiday, gym access, and a range of employee perks including discounts and wellness programmes.
- Why this job: Be part of an innovative team that values your personality and ideas while creating memorable guest experiences.
- Qualifications: Customer-centric mindset with strong communication skills and a passion for enhancing guest journeys.
- Other info: Bring your spark and personality to a thriving business that celebrates diversity and growth.
The predicted salary is between 36000 - 60000 £ per year.
Why Join Apex Hotels? You will receive a warm welcome into the Apex family on joining us as a Front Office Manager. We genuinely care about our guests and each other and we show this through our family values of Trust, Passion, Friendliness and Teamwork. It is these values that support you to be yourself here at Apex Hotels. By bringing your own personality, passion, and ideas to the role, you will lead and manage an innovative and supportive Guest Services Team. We believe it is our personality, style and friendliness that makes Apex Hotels.
Role Overview: As Front Office Manager you will impact and influence key decisions and strategies within the business. As part of the senior leadership team, this highly visible role will be responsible for overseeing and coordinating the customer journey from arrival through departure and all in stay requirements. Working closely with the General Manager and Operations Manager this position will be expected to lead on the implementation and execution of all front office customer delivery strategies. You will embrace every opportunity to create extra special moments for our guests to provide a personal experience our guests will want to share.
Main Responsibilities:
- Developing and implementing departmental strategies that will grow customer performance and excellence delivery
- High visibility during key guest demand periods delivering a total lobby experience
- Delivery of monthly Net Promoter and Guest Review Index arrival/in stay/departure targets
- Ownership of the full arrival/in stay/post stay services feedback
- Ownership and measurement of customer preferences profiling in the PMS
- Delivery of over 90% completed Management response on Review Pro
- Responsible for creation, management, and fulfilment of departmental budgets
- Delivery of suggestive upselling training forming part of guest value proposition
- Hosting of weekly and monthly strategy meetings with operational teams and General Manager reviewing key metrics and performance indicators
- Daily / weekly payroll cost analysis in accordance with forecasted and materialised occupancies to ensure optimal performance and immediate overspend correction
About you: We love to welcome people with different experiences and from different places into our Apex family. We want to ensure you get the best experience from the role you begin your journey with us in. To excel within this role, you will have:
- Customer centric driven with a clear focus and ability to enhance the customer journey
- Clear and influencing communicator with the ability to interact across all levels
- Ability to adapt and drive a continuous growth and transformational mindset
- Identifies and manages best resources to achieve targets
- A strong understanding of related Health and Safety requirements
- Coaching, supporting and challenging approach to deliver operational targets
You will work with great people, enjoy your time at work, develop new friendships, networks, and skills, and of course you will also receive a competitive rate of pay and a generous range of employee benefits which includes:
- 35 days holiday
- Training and development from day one
- Employee events and celebrations
- Inhouse company interactive employee communication APP
- Entry to our state-of-the-art gym and pools
- Healthy meals to enjoy while you’re working
- Access to an external Employee Assistance Programme
- Financial Wellbeing App Wagestream, allowing you the flexibility to get paid earlier than your normal monthly pay date
- £200 referral bonus when your friends or family join the team
Following your first successful 3 months, you'll also receive:
- Access to our discounts and wellbeing platform Treat Yourself Here, unlocking savings and experiences for you and your family
- Involvement in our employee of the quarter and annual recognition schemes
- Long service recognition
- Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two
- 50% discount in our restaurants
- Cycle to Work Scheme
- Discounted room rates for employees, friends, and family
- Spa treatments and product discounts
- Critical Illness & Life Assurance cover
We encourage you to bring your true self to work. We'll provide great training and development opportunities, allowing you to flourish in a fulfilling career, reaching your dreams and aspirations. Our family can never be too big, there's a place here for you. We have one ask - that you bring your personality, ideas, and spark. We're an innovative, thriving business and we want you to be part of our exciting journey. If you are interested, click apply. We look forward to hearing from you!
Front Office Manager employer: Apex City of Glasgow Hotel
Contact Detail:
Apex City of Glasgow Hotel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Front Office Manager
✨Tip Number 1
Familiarise yourself with Apex Hotels' core values: Trust, Passion, Friendliness, and Teamwork. During your interactions, whether in interviews or networking, demonstrate how you embody these values in your previous roles.
✨Tip Number 2
Research the latest trends in customer service and guest experience management. Being able to discuss innovative strategies during your conversations will show that you're proactive and ready to lead the Guest Services Team.
✨Tip Number 3
Connect with current or former employees of Apex Hotels on platforms like LinkedIn. Ask them about their experiences and insights into the company culture, which can help you tailor your approach when applying.
✨Tip Number 4
Prepare to discuss specific examples of how you've enhanced customer journeys in past roles. Highlighting measurable outcomes will demonstrate your ability to drive performance and excellence in a similar position at Apex Hotels.
We think you need these skills to ace Front Office Manager
Some tips for your application 🫡
Understand the Company Values: Familiarise yourself with Apex Hotels' core values of Trust, Passion, Friendliness, and Teamwork. Reflect these values in your application to show that you align with their culture.
Tailor Your CV: Highlight your experience in customer service and management roles. Emphasise any achievements related to enhancing the customer journey, as this is a key focus for the Front Office Manager position.
Craft a Compelling Cover Letter: Use your cover letter to express your passion for hospitality and your understanding of the role's responsibilities. Share specific examples of how you've successfully led teams or improved customer experiences in previous positions.
Showcase Your Communication Skills: In both your CV and cover letter, demonstrate your ability to communicate effectively across all levels. Mention any relevant experiences where you influenced decisions or collaborated with diverse teams.
How to prepare for a job interview at Apex City of Glasgow Hotel
✨Showcase Your Customer-Centric Approach
As a Front Office Manager, your ability to enhance the customer journey is crucial. Prepare examples of how you've previously improved guest experiences and be ready to discuss your strategies for creating memorable moments.
✨Demonstrate Strong Communication Skills
This role requires clear and influential communication across all levels. Practice articulating your thoughts clearly and confidently, and think of instances where you've successfully communicated with diverse teams or guests.
✨Emphasise Teamwork and Leadership
Apex Hotels values teamwork and leadership. Be prepared to discuss your experience in leading teams, how you foster collaboration, and any specific examples of how you've motivated your team to achieve operational targets.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and adaptability. Think of scenarios where you've had to manage unexpected challenges in a front office setting and how you turned them into opportunities for growth.
