RESPONSIBILITIES
* Support the Front of House Manager in overseeing the front‑of‑house operation to ensure guests receive a memorable experience.
* Training, empowering, and inspiring the team to be inspiring in their service standards.
* Responsible for onboarding new team members, where you will create a culture of continuous professional development, empowering them to deliver and be the best.
* Hold the 2,6, and 11‑week probation review meetings for all new starters.
* Ensuring all SOPs are in place and are met with consistency to the brand standards.
* You will constantly be thinking about how we can improve the way we do things to create an even better guest experience.
* Taking ownership of guest complaints - you will be fully empowered to make decisions whilst dealing with guests and are expected to take full ownership of the feedback to ensure every guest leaves the hotel happy.
* Developing and empowering the team to manage guest recovery.
* Monitor standards and performance of Team Members with an emphasis on training and feedback.
* Ensuring the front of house is kept clean and tidy and presenting it with the appropriate material, tools, and technology.
* Ensuring good communication within the team and across all relevant departments of the hotel
* In the absence of the Front of House Manager, prepare rotas to meet business needs.
* To assist the Front of House Manager with managing Health and Safety for the department, attending monthly Health and Safety / Operational Meeting where required.
* Conducting Duty Management shifts within the hotel.
WHAT WE ARE LOOKING FOR FROM YOU
* A Passion for hospitality – you are all about creating memorable experiences for others no matter what time of day.
* 2 – 3 year's experience in a leadership role within hotels
* Confident knowledge of the OnQ PMS
* You cope well under pressure and are confident to handle crisis situations
* You drive a high-performance culture, setting clear expectations, empowering your team, and holding them accountable.
* You are a critical, strategic thinker with the ability to challenge the way things are done to drive continuous improvement.
* You are a great role model, inspiring your team to strive for excellence.
* Ability to communicate effectively in English, both verbally and in writing.
THE PERKS
* Company Discount on rooms
* Generous recommend a friend scheme
* Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
* Access to a 24 / 7 Employee Assistance Program
* Discounts on the hotel food & beverage
* Recognition incentives
* Team Member Events
* Complimentary meal on duty in the Team Member canteen
* Parking for mopeds, scooters, and bicycles
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