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Join us as a Front of House Operations Manager at The Dorchester Hotel, recently recognised as one of ‘The Sunday Times Top 10 Best Places to Work for’ in 2024 and ‘Hotel of the year – London’ at the 2024 AA Hospitality Awards. We continually strive to build and nurture a culture where inclusiveness is part of our DNA, reflected in our values of passion, personality, respect, working together, and creativity. We believe that a variety of perspectives enriches our culture and drives our success.
We care about your career and are proud to have the absolute best people in the industry.
When you join us as a Front of House Operations Manager at The Dorchester Hotel, you will have a unique opportunity to excel in your field. You will learn from your fellow Legends and our award-winning learning academy to achieve the highest standards in craft, service, and leadership.
What You’ll Do
* Guest Experience: Ensure a seamless and personalised guest journey from pre-arrival to post-departure, driving satisfaction and maintaining high standards of service.
* Staff Leadership & Development: Recruit, train, coach, and inspire front-of-house teams to deliver exceptional service and embody The Dorchester values.
* Operational Oversight: Manage daily operations for front desk, guest relations, concierge, and other front-facing departments, ensuring efficiency and adherence to standards.
* Guest Relations: Build lasting connections with all our guests, handle guest complaints and feedback with professionalism and timely solutions.
* Interdepartmental Coordination: Liaise with housekeeping, maintenance, and back-of-house departments to ensure smooth operations and a consistently excellent environment.
* Performance & Reporting: Monitor key performance indicators (KPIs), generate reports, manage budgets, and implement continuous improvement initiatives.
* Standards & Presentation: Ensure impeccable cleanliness, maintenance, and presentation of all public areas and front of house facilities.
* Sales & Marketing: Drive revenue by promoting in-house services, upselling, and collaborating with sales and marketing teams.
The items shared are the essence of a day in the life of a Front of House Operations Manager, but we’ll provide specifics on how we care for our hotel.
What You’ll Bring
Essential Skills and Experience
* Leadership & Teamwork: Ability to inspire, motivate, and manage a team effectively, fostering a positive and collaborative work environment.
* Customer Focus: A passion for providing luxury service and a deep understanding of guest expectations.
* Attention to Detail: Meticulous approach to every aspect of service to maintain the luxurious standards.
* Communication: Excellent verbal and written communication skills for interacting with guests, staff, and senior management.
* Problem-Solving: Strong ability to resolve conflicts and address guest issues quickly and effectively.
* Organisational Skills: Highly organised and detail-oriented with the ability to manage multiple tasks and complex operations.
* Financial Acumen: Ability to monitor costs, manage budgets, and contribute to revenue generation.
What You’ll Get
* Management Bonus Scheme
* Private Medical cover
* Complimentary Stays: Enjoy complimentary stays with breakfast at Dorchester Collection Hotels every year.
* Discounts: Get 50% off food and beverages at selected bars and restaurants within the Dorchester Collection, Friends & Family stay discounts, and discounts at various high street and online shops.
* Employee Perks: Enrol from day 1 into the Aviva Private Pension scheme (we contribute 8% towards your pension); Seasonal ticket loan, Rental deposit scheme, private financial advice, and eye care vouchers.
* Social Events: Participate in vibrant social events, including a summer party, winter ball, pub quizzes, and cultural and milestone recognition celebrations.
* Well-being Support: Access immediate well-being advice because we care about our employees.
We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. If you need us to do anything to support you during the recruitment process, please call People & Culture team on 02073197011 or email PeopleAndCultureLondon.UK@dorchestercollection.com so that we can discuss how we can support you through this process.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management and Manufacturing
Industries
* Hospitality
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