Front Office Manager
Job Number: HOT0CKDZ
Job Description
A Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.
Work Locations
Hilton Liverpool, 3 Thomas Steers Way, Liverpool L1 8LW
Benefits
* Smart uniform provided and laundered
* Free and healthy meals when on duty
* Career growth opportunities (Front Office Supervisor/Team Leader)
* Personal Development programmes
* Corporate Responsibility programmes
* Team Member Travel Program: discounted hotel nights + 50% off Food and Beverages
* Team Member Referral Program
* High street discounts with Perks at Work
* Holiday: 28 days including bank holidays (increasing yearly up to 33 days)
* Discounted dental and health cover
* Discounted Taxi when public transport stops running
* Modern and inclusive Team Member areas
Responsibilities
* Oversee the entire Front Office operation to maintain high standards
* Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
* Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
* Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
* Set departmental objectives, work schedules, budgets, policies, and procedures
* Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
* Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
* Maintain good communication and working relationships with all hotel departments
* Monitor staffing levels to meet cover business demands
* Conduct monthly communication meetings and produce minutes
* Manage staff performance issues in compliance with company policies and procedures
* Recruit, manage, train and develop the Front Office team
* Comply with hotel security, fire regulations and all health and safety legislation
* Act in accordance with policies and procedures when working with front of house equipment and property management systems
* Assist with other departments, as necessary
Qualifications
* A degree or diploma in Hotel Management or equivalent
* A minimum of 3 years of Front Office supervisory experience in the hotel, leisure, and/or retail sector
* High level of IT proficiency
* High level of commercial awareness and sales capabilities
* Experience of managing people and developing people
* Previous experience of managing a department and Profit and Loss account
* Excellent leadership, interpersonal and communication skills
* Accountable and resilient
* Commitment to delivering a high level of customer service
* Ability to work under pressure
* Flexibility to respond to a variety of work situations
* Ability to work on your own and as part of a team
Additional Advantages
* Familiar with Property Management Systems
* A degree or diploma in Hotel Management or equivalent (if not already listed)
About Hilton
At Hilton, it matters where you stay, but the stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each stay magical. That’s why at Hilton, Every Job Makes the Stay.
Job: Guest Services, Operations, and Front Office
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