Role Overview
As Front of house Manager, you will be the face and heartbeat of our guest experience. Leading the Front Office operations, you will oversee the Guest Relations Team, Luggage Porters, and Night Reception Team. Your role is to ensure seamless service, anticipate guest needs, and uphold the highest standards of hospitality in line with The Mandrake's ethos of elevated, personalised service.
What you'll do?
* Lead and inspire the front office team to deliver exceptional guest experiences throughout the guest journey
* Oversee daily operations including coverage as required for shifts ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
* Ensure alignment with The Mandrakes brand standards and guest service philosophy throughout the guest journey.
* Manage staffing schedules, training, performance, and ongoing development for all front office personnel.
* Act as a primary point of contact for VIPs, high-profile guests, and returning clientele, ensuring a bespoke and memorable stay.
* Maintain close communication with other departments (Housekeeping, Concierge, F&B, Security) to ensure guest satisfaction and operational efficiency.
* Implement and maintain procedures for check-in/out, reservations, billing, and emergency protocols and ensure they are followed at all times.
* Monitor and respond to guest feedback across all platforms to continuously improve service quality.
* Ensure service recovery is carried out to the highest standards by handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
* Ensure a strong overnight operation by managing and supporting the Night Reception team.
* Uphold health & safety, GDPR, and data privacy regulations at all times.
* Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met.
* Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
* Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement through our guest feedback on TrustYou and Tripadvisor to ensure constant improvement on results and position
* Oversees the GHA programme and ensures training, communication and the process is followed.
* Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
* Supervises same day selling procedures to maximize room revenue and control property occupancy.
* Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
* Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
* Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
* Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
* Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
* Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
What youll Bring
* 2 years experience in a similar management role within front office
* Experience as Duty Manager in a 5* luxury boutique hotel
* Experience managing a night reception team
* Opera System expertise
* Experience creating memorable guest experiences and dealing with both VIPs and complaint handling
* First Aid, Fire safety experience.
* Effective Team Management and Communication skills
What youll get:
* Work in a visually stunning and creatively rich environment
* Collaborate with a close-knit team of visionaries across hospitality, wellness, and culture
* Exposure to unique events, brand collaborations, and future creative opportunities
* Employee hotel discounts
* Complimentary Wellbeing programmes and initiatives
* Perkbox
* Auto enrolment pension scheme
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