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For Companies At a Glance
- Tasks: Lead the front office team, ensuring exceptional guest experiences and smooth operations.
- Company: Join Accor, a global leader in hospitality with over 5,600 hotels across 110 countries.
- Benefits: Enjoy exclusive perks, career growth opportunities, and a supportive work environment.
- Why this job: Be part of a passionate team creating memorable experiences for guests and making a positive impact.
- Qualifications: 12 months of supervisory experience in hospitality, strong leadership, and customer service skills required.
- Other info: Diversity and inclusion are at our core; we welcome applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
Company Description
Joinus at Accor, where life pulses with passion!
As apioneerin the art ofresponsiblehospitality, the Accor Groupgathersmorethan45 brands, 5,600hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.Whileeachbrand hasitsownpersonality,whereyouwillbeable totrulyfindyourself,theyallshareacommonambition: tokeepinnovatingandchallengingthestatus-quo.
Byjoiningus,youwillbecomeaHeartist,becausehospitalityis, first andforemost, aworkofheart.
Youwilljoinacaringenvironmentand a teamwhereyoucanbeallyouare. Youwillbein asupportiveplace togrow, tofulfilyourself, todiscoverotherprofessions and topursuecareeropportunities, inyourhotelor inotherhospitalityenvironments, inyourcountry oranywherein the world!
Youwillenjoyexclusivebenefits,specificto thesectorandbeyond, aswellasstrongrecognition foryourdailycommitment.
Everythingyouwilldowithus,regardlessofyourprofession,willofferadeepsenseofmeaning, tocreatelasting,memorableandimpactfulexperiencesforyourcustomers,foryourcolleaguesand for theplanet.
Hospitality is a work of heart ,
Join us and become a Heartist .
Job Description
Purpose of role:
The Front Office Manager is responsible for the management and execution of the Reception, Night Porter/Auditor of the hotel and ensuring the hotel maximises all sales/revenue opportunities. It is imperative that the department runs in accordance with Fairview Hotels procedures for reception, nights and reservations and observes current policies and procedures. You will ensure guests are served in a friendly and efficient manner, ensuring that the guest receives a memorable welcome and farewell at the hotel. You will deal with guest’s requests in a timely and professional manner, finding operational solutions to all guest challenges ensuring that the hotels reputation is intact and that company values are adhered to and guest problems are resolved to their satisfaction. Taking care of all guest services requests prearrival, post arrival and post departure during their stay. You will work in line with company standards and ensure the reception desk and front lobby area is manned and all guests are given priority and attention at all times.
Key Responsibilities:
- Running of front of house process on a day to day/shift to shift basis
- Management of the reception team, ensuring all company policies and procedures are adhered to at all times
- Ensuring the department is correctly staffed within budgetary limits
- Responsible for the daily banking
- Responsible for the change orders
- Responsible for the contents of the safe with a correct handover being adhered to
- Ensuring all reservations are entered to company standard and followed up
- Ensuring the reception team is briefed on offers and promotions throughout the hotel
- Training of reception team
- Ensuring the hotel maximises sales and revenue at every opportunity
- Liaising with all departments and briefing the hotel management on a daily basis
- To assist the Hotel Manager by taking responsibility for the department and operating within budgetary demands for both revenue and wage constraints
- To attend any HOD meeting
- To undertake any other projects as discussed and set by General Manager.
Key Responsibilities for the Front of House Department:
- To ensure all guests are received at the reception desk in accordance with Company Policies and Company Standard Policy.
- Ensure that all guest registration forms are completed in full to comply with the Prevention of Terrorism Act.
- Handle guest queries and complaints and take appropriate action to ensure total guest satisfaction is achieved. Communicate any problems to The General Manager.
- Ensure all bills are accurate with full back up so there is no delay in guest payment.
- Pre-arrival calls to be made on busy days to ensure hotel is full and all reservations are fully chargeable.
- Up sell opportunities to be maximised for dining and meetings
- Ensure effective communication between Reception and all other departments.
- Ensure there are no errors on the guest bills before presenting them to the guest for payment.
- Corrections and adjustment sheet to be completed and signed off by HM daily with full detailed back up of reasons.
- Ensure banking balances on every shift.
- Ensure deposits are taken and correctly processed at all times.
- Ensure commission’s payments are correctly checked.
- Carry out 1,3,7,14,21 and 28 day checks on all arrivals to ensure that we minimise overbooking or no show situations.
- To carry out courtesy calls to ensure guest satisfactions and keep discount to a minimum.
- Maximise restaurant bookings in conjunction with F&B team.
- Conduct team appraisals and reviews.
- To use all revenue management tools, practices and assist in developing and optimising revenue – generating strategies for the hotel in short, medium and long term.
- To be aware of our regular guests and to encourage repeat business.
- Ensure that the front office team are aware of all meetings, events and group arrivals.
Qualifications
- Minimum of 12 months experience in a front office supervisory role, preferably in a luxury hotel setting
- Proven leadership skills with the ability to inspire and motivate a team
- Excellent customer service skills with a passion for delivering exceptional guest experiences
- Strong organizational and time management abilities
- Proficiency in Property Management Systems (PMS) such as Opera cloud
- Valid First Aid Certificate(preferred)
- Clean driving record and a valid driver\’s license(preferred)
- Bachelor\’s degree in Hospitality Management or related field (preferred)
- Knowledge of revenue management principles
- Exceptional verbal and written communication skills
- Ability to build and maintain positive relationships with guests and team members
- Professional appearance and demeanor at all times
- Multilingual skills (preferred)
- Flexibility to work varying shifts, including weekends and holidays
- Detail-oriented with a focus on accuracy and efficiency
The Person:
Successful candidates for the position of Front of House Manager will be able to demonstrate clear progression in their career to date and have gained hotel revenue management experience in a competitive market place. You must have the ability to work in close liaison with other senior managers. You must be computer literate, have strong sales awareness and the ability to make sound business decisions in a fast moving environment.
Additional Information
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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Front Office Manager employer: FAIRMONT
Contact Detail:
FAIRMONT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Front Office Manager
✨Tip Number 1
Familiarise yourself with the specific hotel brand's values and culture. Understanding what makes Accor unique will help you align your approach during interviews and discussions, showcasing that you're a great fit for their team.
✨Tip Number 2
Network with current or former employees of Accor. Engaging with them on platforms like LinkedIn can provide you with insider knowledge about the company and its expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully managed teams in the past. Highlighting specific examples of how you've motivated staff and improved guest experiences will demonstrate your capability as a Front Office Manager.
✨Tip Number 4
Stay updated on the latest trends in hospitality and revenue management. Being knowledgeable about current practices will not only impress your interviewers but also show that you're proactive and committed to continuous improvement in the industry.
We think you need these skills to ace Front Office Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in front office management and customer service. Use specific examples that demonstrate your leadership skills and ability to handle guest queries effectively.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for hospitality and your understanding of the role. Mention how your previous experiences align with the responsibilities outlined in the job description, particularly in managing a reception team and maximising revenue opportunities.
Showcase Your Skills: In your application, emphasise your proficiency in Property Management Systems (PMS) and any relevant certifications, such as a First Aid Certificate. Highlight your organisational skills and ability to work under pressure, which are crucial for this role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential in the hospitality industry.
How to prepare for a job interview at FAIRMONT
✨Showcase Your Leadership Skills
As a Front Office Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples from your past experiences where you successfully managed a team, resolved conflicts, or improved team performance.
✨Highlight Customer Service Excellence
Exceptional customer service is key in hospitality. Be ready to discuss specific instances where you went above and beyond for guests, handled complaints effectively, or created memorable experiences that align with the company's values.
✨Familiarise Yourself with Revenue Management
Understanding revenue management principles is crucial for this role. Brush up on your knowledge of how to maximise sales and revenue opportunities, and be prepared to discuss strategies you've implemented in previous positions.
✨Demonstrate Your Organisational Skills
The role requires strong organisational abilities. Prepare to talk about how you manage multiple tasks, prioritise responsibilities, and ensure smooth operations at the front desk, especially during busy periods.
