Front of House Manager in Liverpool

We are currently seeking a motivated Front of House Manager to join our dynamic team at Formby Hall Golf Resort and Spa. At the core of everything we do are our REACH People Values:

• Respect – We treat every guest and colleague with kindness and dignity.
• Excellence – We go the extra mile in pursuit of outstanding service.
• Accountability – We take ownership of our actions and follow through on our promises.
• Cooperation – We work together as one team to deliver the best experience.
• Honesty – We act with integrity and transparency at all times.

How We Do It: We believe in teamwork, positivity and communication. We empower our people to bring their whole selves to work and treat every interaction with care and respect.

Why us? We have a positive and vibrant working atmosphere, and offer a range of benefits including development opportunities for staff at all levels.

What are we looking for? As a Front of House Manager, you will be motivated and passionate to lead our dedicated and positive Reception and Nights team. With guest satisfaction at the forefront of what we do, you will ensure our guests receive a warm welcome and the highest level of customer service as soon as they step foot through our doors. You will ensure your team is trained to the highest standard and are there to assist our guests with any needs they may have throughout their stay with us and ensure they leave wanting to rebook and tell all their friends how wonderful their experience was.

JOB DUTIES AND RESPONSIBILITIES

• Oversee the day-to-day operations of the front of house team and ensure the highest standards of guest service are always delivered.
• Lead the performance of the front of house team ensuring it is effectively managed through a focus on recruitment, training, problem resolution, coaching, succession planning and accountability.
• Continuously identify and analyse operational challenges and opportunities and deliver solutions for improvement.
• Control all front of house associated costs and drive revenues through upselling.
• Ensuring the department is maintained in a safe manner, following any health and safety guidelines and ensuring that the team carry out regular health and safety training and refresher.
• Taking part in regular fire drills to familiarise self with the systems and procedures, to ensure that team are refreshed every 6 months and Night team every 3 months.
• Analyse guest feedback, address all concerns and ensure effective follow-up.
• Work closely with all other leaders.
• Ensure the immaculate presentation of all front of house spaces.
• Develop relationships with return guests, group contacts and other guests in order to provide inspiring service.
• Network within our industry, keeping up to date with future trends.
• Check Opera regularly for guest requests/Maintenance issues/communication between departments.
• Undertaking Duty Manager responsibilities on a rota basis.
• Assist with other departments, as necessary.

What do you need?

• Previous Front of House management experience in the hotel industry (minimum 2 years).
• Excellent communication and interpersonal skills – a proven track record of building and leading successful teams.
• Must have Opera PMS experience (or similar) and have the skills to drive revenues with the support of the commercial team.
• Exceptional customer service skills.
• Commercially aware and able to impact business performance.
• Strong organisational skills.
• MS Office Advanced.
• Able to work a variety of shifts.
• Ability to work under pressure.

What are the perks?

• Generous recommend a friend scheme.
• Access to discounts and vouchers through a huge range of retailers and service providers via our online benefits portal.
• Access to a 24/7 Employee Assistance Program.
• Recognition incentives.
• Team Member Events.
• Complimentary meals on duty.
• Free Parking.

Equal Opportunities: We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity.

Right to work: In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom.