Overview
Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. ILH is independent and family-owned, with a heritage and culture that remains its foundation as it evolves. The portfolio includes The Royal National Hotel, the UK's largest hotel with over 1,600 rooms. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4 Deluxe Hotel in 2026.
We are now recruiting for Assistant Front Office Managers based at our President Hotels. Based in Bloomsbury, you'll be in the heart of London, with 523 rooms at the President Hotel, a special place to be with an on-site restaurant, bar and resident theatre show, The Faulty Towers Dining Experience. You will work to ensure an exceptional guest journey from check-in to check-out, deputising for the Front Office Manager and leading by example to create a memorable guest experience for each guest and address any shortfalls in service quality and operating standards.
Responsibilities
* Support the Front Office Manager in delivering quality of service and delivery for all services and facilities within Front Office departments; hold regular team meetings to agree areas of operational focus on service quality, KPI and other targets.
* Confidently handle guest complaints in a timely manner and ensure suitable solutions are reached to the satisfaction of our guests.
* Establish guest satisfaction data and develop improvement plans to address service shortfalls in service quality and/or delivery standards.
* Recruit, onboard all Reception and other front-of-house team members and create a culture of continuous professional development, empowering them to perform at their best.
* Demonstrate a passion for hospitality and a commitment to creating memorable experiences any time of day.
* Be commercially focused with an understanding of how to maximise profits through revenue management; experience of budgets, P&L and forecasting would be advantageous.
* Be personable and engaging with the ability to build rapport with internal departments and guests alike.
* Multi-task effectively with strong organisation skills, prioritising workload and adapting to changing priorities where needed.
* Lead and motivate a team to reach their full potential both personally and professionally.
* Maintain a positive, can-do attitude; stay calm under pressure and work independently or as part of a team.
* Have a good working knowledge of Microsoft Office and knowledge of Reservation Systems (Opera).
Qualifications & Experience
* 2 years of experience as a Front Office Duty Manager in the hotel industry, including experience in managing both shifts and a team.
Benefits
* 28 days holiday, increasing with length of service up to 33 days (including bank holidays).
* Access to ILH Training Academy programmes, apprenticeships and supported study scheme.
* Access to Holiday Purchase Scheme.
* Complimentary uniform dry-cleaning; discounted dry-cleaning on personal items.
* Access to an interest-free Season Ticket Loan or Travelcard Loan.
* Team member flat rate discount & 50% discount to friends and family at any of our hotels.
* 50% discount at ILH's nine food and beverage outlets.
* Access to coffee and beverage discounts at Blooms Café – £1.50 per beverage.
* Access to an employee funded Health Cash Plan.
* Access to local Bloomsbury London discounts (e.g., bowling and restaurant outlets).
* Access to Early Pay – instantly access a portion of the pay you've already earned.
* Access to shopping discounts across several high-street brands and online retailers.
* Access to salary sacrifice schemes (e.g., nursery care, cycle to work & technology).
* Access to mental health first aiders and well-being support.
* Access to our Employee Assistance Programme by Hospitality Action.
* You can explore additional benefits here.
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