Mount Royal Hotel Edinburgh by the Unlimited Collectionisseekingacharmingand engaging Assistant Front Office Manager with a passion for service excellence.You will report to theFront Office Manager, supporting/working towardsproviding our guests with memorable experiencesof the city.
The Assistant Front Office Manager will:
Ensure consistent and courteous service for all guests, actively challenging deviations from Ascott standards and quality service levels.
Manage and lead contribution towards key hotel KPIs DQA, ASR Enrolments and conversion, GRI performance
Manage response to all guest feedback in the set-out timelines
Process weekly rotas and payroll to given deadlines as per ADP and HR
Manage key-client relationships to optimize potential and analyse results from Balanced Scorecard and System audits.
Oversee the guest ledger and accounts, maintaining accurate control of billing, and manage departmental costs per the Head of the department's directives.
Proactively handle no-show charges, chargebacks, and outstanding payments, overseeing credit/debit card refunds, and ensuring Front Office team's proactive invoice checks and client communication.
Demonstrate a proactive and consistent approach to stock control, cost control, and cash control.
Display innovation in skills development and standards enhancement within the team.
Ensure recruitment, training development, and staffing levels meet requirements while balancing a management style directed by the Head of the department, combining both 'hands-on' and strategic elements.
Actively participate in internal promotions such as room upsell and F&B promotions, setting an example through leadership.
Support overall business objectives in terms of revenues, costs, and teamwork, emphasizing personal competency development.
Exhibit a proactive approach to delivering and championing company and operational standards.
Address guest queries promptly and maintain accurate records of all correspondence.
Ensure timely and accurate completion of all necessary administration work.
Plan and manage occupancy according to guest requirements and availability.
Implement systems and processes to effectively meet legislative requirements.
Maintain impeccable standards of appearance and grooming, always wearing the company uniform and badges.
Be aware of fire procedures, operate firefighting equipment, and follow evacuation procedures, complying with all Health and Safety guidelines and reporting duties as instructed by the Company.
To be successful in the role of Assistant Front Office Manager, we require:
Previous experience within a similar role is essential.
Previous high volume hotel experience is preferable.
Outstanding customer service experience is essential.
A capability and commitment to delivering high levels of customer care.
Experience of working as part of a winning team
Ability to remain calm
Working with us provides the following benefits to you:
Genuine career opportunities within our business
Valuable on the job training, along with access to our digital online learning platform and numerous other learning and development opportunities
Staff incentives when you and the team perform
About Us
The Unlimited Collection is a brand of The Ascott Limited.
At The Ascott Limited, we embrace diversity, equity, and inclusion, welcoming applicants of all backgrounds to create a supportive and thriving workplace where everyone can contribute their unique perspectives.
A trusted hospitality company, Ascotts presence extends across Asia Pacific, Central Asia, Europe, the Middle East, Africa, and the USA. Its diversified accommodation offerings span serviced residences, coliving properties, hotels and independent senior living apartments. Ascott's award-winning hospitality brands include Ascott, Citadines, lyf, Oakwood, Somerset, The Crest Collection, The Unlimited Collection, Fox, Harris, POP!, Preference, Quest, Vertu and Yello. Through Ascott Star Rewards (ASR), Ascotts loyalty programme, members enjoy exclusive privileges and offers at participating properties
Jupiter Hotels Holdings Limited
Trading as:Mount Royal Hotel Edinburghby the Unlimited Collection managed by The Ascott Limited
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