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Front Office Manager

Job details
Posting date: 08 July 2024
Salary: Not specified
Additional salary information: Competitive Salary plus various benefits
Hours: Full time
Closing date: 07 August 2024
Location: CV7 7HR
Company: Forest of Arden Hotel Limited
Job type: Permanent
Job reference: 8c76ce5e4495436bb66b

Summary

Job Summary

Responsible for all front office functions and staff. Areas of responsibility include, concierge, switchboard operations, guest services, front desk and night audit as applicable. As a department head, directs and works with managers and team members to successfully execute all front office operations including guest arrival and departure procedures. Strives to continually improve guest and team member satisfaction and maximise the financial performance of the department.

Scope/Business Context

  • Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.
  • Demonstrating Leadership - Utilising interpersonal and communication skills to lead influence and encourage others; advocates sound financial and business decision making, demonstrates honesty, integrity and leads by example.
  • Improving Service - Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and individual coaching when needed.
  • Communicating with Supervisors, Peers or Team Members - Providing information to supervisors, coworkers and team members by telephone, in written form, e-mail or in person.
  • Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring or otherwise helping others to improve their knowledge or skills.
  • Developing and Building Teams - Encouraging and building mutual trust, respect and cooperation among team members, modelling appropriate behaviours, serving as a role model to demonstrate appropriate behaviours.
  • Achieving/Exceeding Goals achieving and exceeding goals including performance goals, budget goals, team goals etc.
  • Making Decisions and Solving Problems - Analysing information and evaluating results to choose the best solution and solve problems.
  • Guiding Directing and Motivating Team Members - Providing guidance and direction to team members including setting performance standards and monitoring performance.
  • Communicating Information Timely - Informing and updating the executives, and team members with relevant information in a timely manner.
  • Setting Goals - Establishing, challenging realistic and obtainable goals to guide operation and performance.
  • Supervising Team Members - Supervising and managing team members, managing all day-to-day operations, understanding team member positions well enough to perform duties in team members absence.
  • Managing Daily Operations of the Area or Department - Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Organising Planning and Prioritising Work _ Developing specific goals and plans to prioritise organise and accomplish your work.

Candidate Profile

Education or Certification:

  • A levels or four years’ experience in guest services, front desk or a related professional area.
  • 2 year Higher Level Certificate or a Degree, from an accredited university, in hotel or restaurant management, hospitality, business administration or related subject.” years’ experience in guest services, front desk or related professional area.

Skills and Knowledge:

  • Job Specific Computer Skills - Using computer hardware and software specific to the job.
  • Oral Comprehension _ The ability to listen and understand information and ideas presented through spoken word and sentences.
  • Customer and Professional Service - Knowledge of principles and processes, providing customer and personal services, this includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
  • Operating Procedures -Knowledge of standard and local operating procedures (SOPs and LSOPs) that apply to job.
  • Reading Comprehension -Understanding written sentences and paragraphs, in work related documents.
  • Writing - Communicating effectively in writing, as appropriate for the needs of the audience.
  • Basic Computer Skills - Using basic computer hardware and software EG personal computers, word processing software, Internet browsers.
  • Number Facility - The ability to add, subtract, multiply or divide, quickly and correctly.
  • Mathematics - Using mathematics to solve problems.
  • Originality - The ability to come up with unusual or clever ideas about products, services or situations or to develop creative ways to solve a problem.

Management Competencies

  • Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.
  • Applied Business Knowledge - Understands market dynamics, enterprise level objectives, financial metrics and the important aspects of the hotels business, skilled at using business knowledge to anticipate opportunities and risks.
  • Building a Successful Team- Skilled at building a cohesive team and facilitating goal accomplishment
  • Building Strategic Working Relationships - Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals.
  • Building Trust - Ability to interact with others in an honest fair and respectful way giving others confidence in one’s intentions and those of the hotel.
  • Communication - Skilled at clearly conveying information and ideas through a variety of media, engaging the audience and helping them understand and retain the message.
  • High Work Standards - Sets high standards of performance for self and others, assumes responsibility and accountability for successfully completing assignments or tasks.
  • Leading Through Vision and Values -Keeps the hotel values and business strategy at the forefront of decision-making and actions.
  • Planning and Organising - Skilled at establishing courses of action for self and others to ensure work is completely completed efficiently.
  • Strategic Decision Making - Ability together and organise information relevant to a long-range goal or vision, develop alternative strategies and execute a course of action to carry out strategy.

Specific Duties

  • Keeps front office focused on the critical components of operations to drive guest satisfaction and the desired financial result.
  • Ensures compliance with office policy standards and procedures.
  • Conducts department meetings and continually communicates a clear and consistent message regarding the front office goals to produce desired results.
  • Act as a surface champion for the front office and creates a positive atmosphere for guest relations.
  • Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations.
  • Solicits team worker feedback utilises an open-door policy and reviews team worker satisfaction results, to identify and address team worker problems or concerns.
  • Ensures team workers are treated fairly and equitably.
  • Strives to improve service performance.
  • Review staffing levels to ensure that guest service operational needs and financial objectives are met.
  • Empowers team workers to provide excellent customer service.
  • Understand the impact of front office operations on the rooms, area and overall hotel financial goals.
  • Identifies and analyses front office operational challenges and facilitates the development of solutions to prevent recurrence.
  • Establishes a maintains open collaborative relationships with team members.
  • Ensures recognition of team workers, across areas of responsibility
  • Communicates performance expectations in accordance with job descriptions for each position or monitor’s progress.
  • Manages team worker progressive discipline procedures, for front office staff.
  • Ensures that all the front office areas have an atmosphere that is conducive to the overall guest experience.
  • Administers the performance appraisal process for direct report managers.
  • Interviews and hires managers and hourly team members with the appropriate skills and in a timely manner to meet their business needs of the operation.
  • Celebrate successes and publicly recognises the contributions of team members.
  • Responds to and handles guest problems and complaints.
  • Observes service behaviours of team members and provides feedback to individuals and or managers.
  • All hotel policies on cash, key and all controls are adhered to and followed consistently managers department controllable expenses to achieve or exceed budgeted goals.
  • Ensures hotel policies are administered fairly and consistently disciplinary procedures and documentation are completed according to standard and local operating procedures and support in review process.

Proud member of the Disability Confident employer scheme

Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.