Assistant Front of House Manager in Cambridge

ABOUT US

University Arms is a 192-bedroom design-led Hotel situated in the heart of Cambridge, United Kingdom. Overlooking Parker’s Piece is the Hotel’s quintessentially British Restaurant and Bar Parker’s Tavern, Library Lounge, and beautiful 272 square metre wood panelled Ballroom.

Opened in 1834 as a Coaching Inn, University Arms is Cambridge’s oldest Hotel. For 180 years, the Hotel was added to, updated, and modernised in line with the age; however, it was the reopening in 2018 after a four-year £80m full renovation that really positioned the Hotel. It is now Cambridge's 'go to’ destination, alluring visitors with the promise of a sense of modern luxury.

WHAT WILL YOU BE DOING

As Assistant Front of House Manager, you will support the Front Office Manager in delivering an excellent customer experience. You will help oversee daily operations, ensure high service standards, and assist in managing and motivating the team.

THE DUTIES

• Supporting the day-to-day leadership of the Front of House, ensuring smooth and efficient operations across all guest-facing areas.
• Leading by example in delivering exceptional service, resolving guest queries promptly and empowering the team to create meaningful experiences.
• Acting as a key point of contact in the absence of the Front Office Manager, ensuring leadership continuity and confident decision-making.
• Support the Front Office Manager with reviewing guest satisfaction results and other data to identify areas of improvement.
• Ensure all health and safety, cleanliness, and presentation standards are met
• Collaborating on continuous improvement, bringing fresh ideas to elevate guest satisfaction and team engagement.
• Assist with staff training and performance management
• Handle cashing up and basic administrative duties
• Support with conducting 2, 6, and 12-week probation review meetings for all new hires.
• Take a proactive approach to guest service by anticipating guest needs, resolving issues before they escalate, and creating memorable experiences.
• Have an eye for detail when it comes to the hotel environment. Regularly walk through public spaces to ensure the building is well-maintained and operational areas have an atmosphere that meets or exceeds guest expectations.
• We believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests.
• Act as the Duty Manager on shift when required

WHAT ARE WE LOOKING FOR IN YOU

• You must have demonstrated front-office experience supervising a successful team in a luxury hotel environment (minimum of 2 years).
• You will never falter in striving for exceptional quality and standards. You’ll have a love for delivering amazing guest experiences as well as leading and motivating others.
• You’ll be personable with excellent communication skills and have high expectations of yourself and others. You’ll demonstrate your passion by effortlessly engaging with guests, delivering on your promises, and inspiring those around you.
• You can work under pressure in a fast-paced environment and be confident in making decisions.
• Knowledge of Opera.

THE PERKS

As well as the opportunity to work with a fantastic team in an exceptional property, the position comes with:

• Competitive salary
• Free meals on duty
• Team Member Parties
• Room and F&B discounts across the Marriott portfolio

RIGHT TO WORK:

In line with the requirements of UK immigration legislation, all applicants must be eligible to live and work in the UK. Documentary evidence of eligibility to work will be required from candidates as part of the recruitment process.