Front of House Manager

The purpose of this role is to actively manage and develop the reception team, making sure that they meet and exceed guests’ expectations by training and encouraging them, promoting a helpful and professional image, to ensure the wellbeing of all guests and staff alike, maintain a high level of customer service throughout and ensure the overall smooth running of the hotel at all times when on duty. To ensure that department goals and targets are achieved whilst ensuring revenue is maximised through occupancy, rates and upselling.

Responsibilities

• Training and developing staff to provide the department with an appropriately and motivated workforce.


• Ensuring the team functions to the professional and consistent standards to provide the best level of customer service to meet the hotel’s needs.


• Ensuring all team members are always professionally attired.


• Ensuring all receptionist are fully trained and confident with the operating system


• Cooperate with revenue manager in order to meet monthly budgets and maximise revenue and occupancy.

• Assuming responsibility for the running of the hotel in the absence of senior management


• Coordinating guests and staff during an emergency and have good knowledge of fire procedures


• Responsible for the training of new reception staff


• To be fully aware of the Hotel’s Fire Safety procedures and Health and Safety procedures


• Dealing with complaints quickly and efficiently and find suitable solutions to any problems that may arise, record and communicate issues to management and colleagues in a constructive and clear manner.


• To liaise with guests and other departments, passing relevant information onto staff especially specific requirements or arrangements.


• Assisting with all departments in times of pressure – where reasonably possible.


• Ensuring proper handling of O.O.O rooms with maintenance and housekeeping departments.


• Obtaining feedback from guests and to use this to improve service and top pass on such to the senior management and other relevant HOD’s


• Supervise and participate in all activities related to the process of allocating rooms in order to meet guests’ needs.


• Ensure that Billing Instructions are accurate and clear.


• To be aware of and promote all services offered in the Hotel


• Welcoming and bid farewell to all visitors to the hotel in a warm and professional manner.


• Ensuring all guests receive prompt service and guidance from the reception staff.


• Ensuring that all areas are maintained to a high standard of cleanliness.


• Ensuring that daily procedures re followed and completed correctly


• Ensuring daily banking is correct


• Making sure that Company policies are followed at all times


• Replying to guests’ email or telephone enquiries, such as group bookings promptly and efficiently when the person responsible is not available or busy with other activities.


• Reporting and recording no\-shows on a daily basis


• Ensuring all pre –authorizations are completed and report any declined ones.


• Ensuring every reservation has been either preauthorized; reported or cancelled in order to maximize revenue and occupancy.


• Working reception shifts when and if necessary.

• To be fully aware of the Hotel’s Fire Safety procedures and Health and Safety regulations


• Ensuring all appliances, fixtures and fittings are safe and work in accordance with the Health and Safety regulations, reporting any faults to the maintenance and/or management.


• Assisting with the health and safety and fire prevention at the hotel and monitor all fire alarm systems, including assisting in emergency and evacuation procedures.


• Ensuring that all areas of the hotel, equipment and grounds are kept secured so that all visitors and employees benefit from a safe, secured environment.


• Provide regular H\&S and fire training for all members of staff.


• Assisting Operations Manager in managing all health and safety aspects of the hotel such as carrying out fire drills, ensuring weekly fire tests are carried out.


• Ensuring all departments follow safety rules


• Reporting all issues to Operations Manager to ensure all mandatory requirements are met.

Benefits:

• Company pension


• Cycle to work scheme


• Employee discount


• Sick pay

This listing is from indeed. View original listing ↗