IBIS City Centre - Assistant Front Office Manager

IBIS City Centre - Assistant Front Office Manager

About Us

Andras Hotels is Northern Ireland’s largest hotel group with nine hotels in Belfast, Coleraine and Portrush, two apartment complexes, a Café Bar and a Health Club and Spa. We are rapidly expanding our portfolio and we are dedicated to promoting tourism and hospitality across the country. We develop our people through our Andras Academy, the industry Wellbeing and Development Promise, and we are proud to be signed up to Green Tourism.

What is the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Assistant Front Office Manager you’ll deliver this through managing all aspects of the front office. You’ll also create the warm atmosphere that makes our guests feel at home in any location. Typically supervises front desk agents. May oversee team for whole Hotel while doing Manager on Duty Shifts.

What we offer

• Discounted Hotel Rates across ‘000’s of hotels worldwide for employees and for family and friends

• Health Care Cash Plan

• Diamond membership of Kingsbridge Hospital Group

• Enhanced Pension Scheme

• Enhanced Maternity Pay

• Enhanced Paternity Pay

• Cycle to work

• Recruit a friend scheme

• Employee Appreciation and Social Events

• Employee of the Month Award

• £20 for completion of FLOW training

• Increased Annual leave with service

• Discount at Bodyscape – Employee rate and family and friend rate

• Cyrospa discount rate at Bodyscape

• Communication and advice on Health and Wellbeing

• Andras Academy – Training and Development Programmes and progression opportunities within the Andras Hotels Group

• Work for globally renowned Hotel Brands

• Reward Club Incentive Scheme

• Hotel Incentive scheme

About the role

Your day to day

People

• Assist FO Manager to manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance

• Educate and train team members in compliance with local laws and health & safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties safely

• Ensure your team are properly trained on systems, security, service and quality standards

• Arrange key F&B duties training for reception team allows smooth running of shifts

• Recommend or initiate any HR elated actions where needed.

Guest Experience

• Ensure your front office team delivers a great service, professional attention and personal recognition

• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction

• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner

• Train team members on PMS procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel

• Perform other duties as assigned. May also serve as Manager on duty

• This job is the 2nd highest position in the Front Office department reporting into the Front Office Manager and General Manager of the hotel

• Hours of work will include nights, weekends and bank holidays

• Will act as Duty Manager in the hotel as and when required

Financial

• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management

• Monitor all financial function in Front Office Department and preparation of daily financial reports

• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

• Promote hotel F&B offerings from reception.

How do I deliver this?

"Heartist Transforming" - Offering guests a different experience, creating emotion, forging lasting relationships built on courtesies, moments and memories, also means allowing spontaneity, encouraging initiative and letting every employee express their personality.

AccorHotels sees a “Heartist” in each employee — a master of the art of hospitality who serves others from the heart, with curiosity and inventiveness and therefore always strive to:

Make guests feel welcome

Make guests feel heart-warmed

Make guests feel incredible

Make guests feel like they belong.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

About the company

We are a leading property development and hospitality company, established in 1981 and based in Belfast, Northern Ireland. We are the city's largest hotel group approaching 1000 bedrooms in the city.

Required Criteria

• 5 GCSE’s at grade C or above including English or equivalent qualification
• Good communication and listening skills
• Proven experience of leading and managing others
• Customer Service experience.
• Experience working in front office/reception as a Supervisor or above for at least 6 months

Desired Criteria

• Experience within the hospitality industry
• 3rd level qualification

Skills you'll need

• Exceptional Customer Service Skills