We have an exceptional opportunity to join our Front Office Team at The Lanesborough. Awarded No. 1 Hotel in London in the Travel + Leisure World's Best Awards, on the doorstep of Hyde Park, just a short walk from Harrods, Harvey Nichols and London’s most exclusive shopping district; Sloane Street and Knightsbridge, this grand luxury mansion has undergone an inspired renovation by the famed interior designer Alberto Pinto. The hotel is home to 93 luxurious suites and bedrooms, modern British dining at The Lanesborough Grill, the vibrant Library Bar and Garden Room and the magnificent Lanesborough Club & Spa.
Oetker Hotels
Oetker hotels are true masterpieces located in the world’s most desirable destinations. Each property is a landmark and a timeless icon of elegance. With deep devotion to local culture and community, our Hosts of Choice preserve a tradition of legendary European hospitality and genuine family spirit that began in 1872. The collection includes Le Bristol Paris, Brenners Park-Hotel & Spa in Baden-Baden, Hôtel du Cap-Eden-Roc in Antibes, Château Saint-Martin & Spa in Vence, The Lanesborough in London, L’Apogée Courchevel, Eden Rock-St Barths, Jumby Bay Island in Antigua, Palácio Tangará in São Paulo, Hotel La Palma in Capri, The Vineta Hotel in Palm Beach, and more than 150 private villas around the globe. In 2027, a new masterpiece will be opening in Saint-Tropez.
Candidate Profile
As Assistant Front Office Manager, you will have a real pride and passion for what you do, with the ability to build rapport and long-term relationships with guests. In this role, you will support the Front Office Manager in effectively managing the department to ensure we provide a courteous, professional, efficient and flexible service at all times. Encourage the team to bring up new ideas and assist other departments within Front Office. To develop the skills and effectiveness of all Front Office Employee through the appropriate training, coaching and mentoring. This role may be required to cover various shifts.
Responsibilities & Duties Include
* Ensure a friendly and pleasant environment for all guests ensuring that Guest Recognition is at the forefront of service.
* Handle all guest enquiries and complaints in a courteous and effective manner, ensuring all issues are rectified to the guest’s full satisfaction.
* Ensure all information regarding a guest that may affect the quality of their stay is passed onto the appropriate departments specifically the Butler team.
* Promote the effective communication and flow of information between Switchboard, Reservations, Front Office/Concierge, Butlers and Housekeeping to ensure guest service and recognition is at the forefront of everything we do
* Be responsible for providing all guests with exceptional service while maximizing room revenue, productivity and development within the team
* Develop the skills and effectiveness of all employees at the Front Desk through the appropriate training, coaching and mentoring.
* Be responsible and supervise work at all levels of operation at Front Desk, Switchboard and Night operations, and set clear objectives for the team in the absence of the Front Office Manager.
* Support the Front Office Manager with the responsibility of the department that involves planning, organising, recruiting, directing and coordinating management activities to accomplish business objectives.
Key Requirements
* Previous experience in a similar role in a 4* or 5* establishment is essential and experience in the luxury London market would be preferred.
* Knowledge of driving standards with acute attention to detail and delivery of business strategies.
* Ability to lead a team and coordinate a department in the absence of senior management
* You will be required to possess good communication skills, both verbal and written, including complaint handling and resolution.
* High level of skills in training and development of employees and ability to observe and develop individual training programs
* Immaculate grooming standards
* Show drive for Excellent Customer Service leading by example
* Be available, flexible and willing to work a 24h roaster when required
* Extensive knowledge of Opera system is essential
Benefits
Financial Wellbeing
* Season ticket loan
* Enhanced Pension Scheme
* Life Insurance
* Complimentary dry cleaning
* Safety shoes
* Retail discounts around Victoria, Westminster, Whitehall and the Northbank area
Health & Wellness
* Private Medical Insurance
* Dental and Optical benefits
* Complimentary meals on duty
* Cycle to Work scheme
* Flu vaccinations
* Discounted chiropodist and massage treatments
* Substantiality initiates
* Social and sports activities (e.g. football games, running club, yoga & pilates, etc.)
* EAP – Employee Assistance Programme
Career Growth & Personal Development
* Internal transfer and promotion opportunities
* Cross-departmental exposure
* Partnered with industry-leading training providers
* Internal learning gateway
* Free access to e-learning platform offering job-specific training and personal growth courses
* Subsidised professional qualifications and certified training programmes
* Financial incentives for bringing talents to The Lanesborough via ‘Recommend-A-Friend’ scheme
Recognition & Social Initiatives
* Award programmes throughout the year with generous prizes
* Long service awards
* Preferential room rate at The Lanesborough for you and your family
* 50% discount on F&B and Club & Spa treatments
* Social events (e.g. Annual Party, Recognition Celebrations, Children's Christmas Party, Departmental Appreciation Day, pub quiz, etc.)
* Celebrating your important moments (birthdays, anniversaries, weddings, newborns, etc.)
* Retirement parties
* Terms and conditions apply to all benefits.
Eligibility
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
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