Front Office Manager in London

Position Overview

• Ensures that guests have a smooth running stay at the hotel.
• Manages and motivates front office team in order to provide high quality services for guests.
• Ensures the department meets its quantitative and qualitative targets.
• Increases revenue through sales efforts.
• Implements brand and Group projects and identity features.
• Carries out Duty Management shifts accordingly to DM ROTA and business needs.

Customer Relations

• Develops close relationships with guests throughout their stay with the aim of gaining their loyalty.
• Anticipates guests' needs and takes them into consideration.
• Handles guest complaints if they have not been dealt with by team members and provides a rapid solution.
• Conveys the hotel's image.
• Presents a professional, friendly and efficient impression of the Hotel at all times.
• Maintains a good working relationship with colleagues creating a team that works well together and with other departments.
• Ensures that the team is developed to provide a hospitable service to the standard.
• Develops the team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments.
• Has a full understanding of all systems and programmes e.g. Tars, etc.
• Ensures communication procedures are effective and efficient on a day-to-day basis.
• Supports with initiative and commitment the overall objectives of the business in terms of revenues, costs and teamwork – whilst developing personal competency levels.
• Is a good example of the company dress code and appearance standards – ensuring that the team fully comply with these.
• Makes sure you and your staff are providing excellent service to guests.
• Deals with guest complaints.
• Gives daily recommendations according to groups, arrivals, departures and special issues.
• Organises VIP welcome when necessary.
• Actively develops the team’s awareness of revenue capture and resolving posting errors and guest queries relating to charges – in order to protect revenues.
• Encourages staff to maximise revenue by upselling and following yield recommendations.
• Ensures that staff has good knowledge of rates, segments and hotel promotions.

Team Management And Cross-Departmental Responsibilities

• Ensures that the team is 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 maximise hotel sales.
• Displays a pro-active and innovative approach to skills development and standards enhancement with the team.
• Coordinates constructively with both the finance and night teams so that policy, procedure and requirements are all adhered to.
• Establishes and maintains strict security procedures within the department, reporting any potential risks.
• Actively develops positive and effective communication between the reception team and the housekeeping team.
• Continuously analyses actual standards observed against department standards.
• Demonstrates a pro-active approach to delivering company and operational standards and actively challenges deviation.
• Designs and implements new procedures, when necessary.
• Controls reports from Night-Audit (guest’s credit limits, deductions, refunds, complimentary rooms…).
• Ensures a high quality on the daily basis work (City Ledger, Check-in, Check-out, and other daily operations).
• Supervises the daily billing, cashiering and business reports.
• Takes part in the annual budget preparation for the Front Desk.
• To carry out Duty Management functions as required.

Talent And Culture Responsibilities

• Establishes ongoing On Job Training Programs within the department to meet Brand and Service Standards.
• Openly communicates with staff ensuring regular briefings occur and all relevant information is passed on.
• Plans regular supervisor meetings/ night meetings.
• Creates PDP for members interested in growing.
• Conducts interviews.
• Ensures that strategies and practices are in place to facilitate the efficient and effective staffing of the department to achieve financial and service quality targets.
• Creates a team that works together with trust and takes responsibility to meet the goals of the department.
• Appraises staff performance utilising the Accor performance review system.
• Ensures staff presentation is consistent with Hotel staff handbook; uniforms correctly presented; name badges worn.
• Achieves effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the Hotel.

Perks For You

• Employee benefit card offering discounted rates at Accor worldwide.
• Free and delicious meal breaks on duty.
• Complimentary stays in UK and North Ireland.
• Friends & Family discounts.
• 50% food discounts in our restaurants.
• Pension Scheme.
• Eye Test Vouchers.
• Cycle to Work Scheme.
• Staff Uniforms Provided.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 2.

Candidates must have the right to work in the UK.