Overview
Perched on Brayford Marina in the heart of Lincoln, the DoubleTree by Hilton Hotel Lincoln serves as a perfect backdrop for conferences, business meetings, weddings, receptions, leisure stays, and celebrations. The hotel features fully air-conditioned flexible event space with full catering and banquet service that can be tailored to any type of event. From business conferences to cocktail parties and weddings, this downtown hotel offers a stylish backdrop for every occasion. Enjoy a relaxing yet professional atmosphere with contemporary style and proximity to local Lincoln attractions and shopping.
What we're looking for
We are seeking a confident and interpersonal individual with a passion for hospitality. You will enjoy working with people and be a positive person with natural leadership skills. Ideally you will have previous supervisory experience in a hospitality or reception desk setting and the ability to motivate a team. You will be eager to learn, able to pick up tasks and new skills, and confident in speaking with guests and resolving queries quickly and efficiently while coaching and empowering the team. You will be savvy on systems and able to develop into an expert and trainer of the front office system. Previous experience in a supervisory or managerial role within the hotel industry, preferably in front office operations for a minimum of 1 year.
* Excellent leadership and interpersonal skills with the ability to motivate and inspire the team.
* Strong organizational and time management abilities to handle multiple tasks and priorities.
* Exceptional customer service skills with a guest-focused mindset.
* Proficiency in hotel management systems and reservation software.
* Flexibility to work shifts, including evenings, weekends, and holidays, as required.
* Hands-on support on the reception desk, using the front office system and training others to use it.
* Act as a brand and hotel ambassador.
Day in the life
As the Front Office Manager, your primary responsibility is to oversee and manage the reception and nights teams. You will play a crucial role in ensuring smooth operations and exceptional guest experiences, including controlling reservation and rooms revenue and coordinating with other departments to ensure efficient service delivery. You will assist the Hotel and Cluster Revenue Manager to maximise and manage room bookings by delivering an excellent, efficient reservations service; you will be meticulous in administration, ensuring that every detail of a guest’s reservation is accurately recorded following established procedures. Your management duties will include leading recruitment and HR tasks such as interviewing, onboarding, and training new team members. You will uphold and instil the right ethos and culture among the team. The Front Office Manager will handle escalated guest questions, queries, and swift complaint resolution. You will also be trained as a multi-skilled hotel duty manager and carry out duty management shifts and tasks when required. Your hands-on reception duties will include checking guests in and out, taking telephone calls and answering emails, and booking reservations using the front office system, Alacer. You will help to drive revenue where possible by informing guests about all products and services, upgrading room types, and upselling breakfast, lunch, and/or dinner onto their stay.
Example key responsibilities
* Managing Reception and Nights Teams: Supervise and guide the reception and nights teams, including scheduling shifts and managing staff performance. Ensure team members are trained and equipped to deliver excellent customer service. Monitor front desk operations to ensure efficiency and guest satisfaction. Resolve guest complaints promptly and professionally.
* Reservations Management: Oversee reservations, ensure accurate handling of room bookings, monitor room availability, work with sales and revenue management to maximize occupancy and revenue. Maintain relationships with travel agents, corporate clients, and other stakeholders. Implement and maintain a comprehensive reservations system and manage no-shows and cancellations.
* Coordination and Communication: Collaborate with housekeeping, maintenance, and F&B to ensure seamless guest experiences. Liaise with Sales and Marketing to promote offerings and contribute to revenue generation.
* Administrative Tasks: Prepare and analyse reports related to occupancy, revenue, and guest feedback. Ensure compliance with policies and safety regulations. Stay updated with industry trends and best practices.
* Record sickness reported to the front desk and communicate with the relevant Head of Department (HOD).
What you’ll get in return
* Competitive pay and package
* Exclusive Team Member discounted stays and 50% off F&B across the Leaf HOSPITALITY portfolio
* Continuous learning and development opportunities
* Free access to 24/7 employee assistance program
* Additional annual leave and family leave
* Service bonuses for 5 and 10 years up to £1K
* Team Member of the Month (£100) and Team Member of the Year (£500)
About leaf HOSPITALITY
This hotel is managed by leaf HOSPITALITY, a hotel management company with a simple value: be excellent. We work with branded and independent hotels. Our vision is to be a leader in the market where every team member contributes to delivering excellent service to guests, owners, and team members. #BeExcellent #BeHuman #HaveIntegrity #BeEntrepreneurial
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