#Join Our Happiness
Are you the type of person who gets out of bed on the right side daily?
If so, we’d like you to come and join our happiness as a Front Office Manager.
Here at Royal Lancaster London, our goal is to be the happiest hotel in
London and it’s our people that deliver it with their fun and caring attitude.
We are always on the lookout for development opportunities, and moments to grow
while helping our colleagues reach their potential and opening the door to
their next opportunity.
As a “We Always Care” employer, you will be provided with tailored
development plans, training, and apprenticeship opportunities to develop your
career!
Joining our independently owned and 5–star hotel as one of
our Front Office Manager, you will help to build a supportive and
social place, where we can all be at our best while receiving the following
happiness perks:
* Service
Charge
* Employee
discounts of up to 50% on food & beverage and spa treatments across
our sister properties (Landmark London and K West Hotel & Spa)
* Employees
and Friends & Family rates across our sister properties
* Complimentary
meals on duty
* Uniform
provided and laundered complimentary
* Refer
a friend bonus
* Workplace
pension schemes
* Employee
recognition schemes and Social Committee events including gala dinners and
much more!
* Employee benefits platform with access to thousands of discounts and offers.
As a Front Office Manager you will be working within the Front of House Department and report directly to the Director of Rooms.
Key Duties and Responsibilities:
* To monitor and ensure completion of the daily Front Office checklist.
* To
monitor and action emails and communications to and from the Front Office
Department.
* To carry out all
duties relevant to the Hospitality
Manager Front Office, as laid down
in the Standard Operating Procedures of the department.
* To assist Guest
Service Agents in their reception duties during busy periods, managing queues
and providing lobby presence. Ensure no more than three customers are waiting
in line for service at any time. Steps must be taken to ensure smooth lobby
flow, including but not limited to; opening more stations at the Front Desk,
opening additional stations at the Concierge Desk, and ensuring a Lobby Host is
in place.
* Ensure all new starters
receive full departmental induction training and pair up trainers accordingly.
* To monitor the appearance, conduct,
guest relation skills
and punctuality of Front
Office team members to ensure that
the required departmental standards are met.
* Conduct quality checks to ensure Guest
Service Agents consistently adhere to the prescribed service standards. This
includes credit checks, PMs checks and cash flow balance checks and guests’
cash payments by the end of each shift.
* To assist in any investigation of incidents that occurred in the
hotel, follow up with related departments
* To carry out service recovery whenever needs and get back to the
guests promptly.
* To train and support
Guest Service Agents
to achieve personal
and departmental goals.
* Carry out one-to-ones with assigned Guest Service Agents and
carry out performance reviews as per the annual appraisal policy.
* To
assist FO management to prepare an internal finance audit.
* To attend meetings and training sessions
as required by Front
of House management.
* Take on any assigned
projects adhering to delivery deadlines.
* To audit and ensure that the Company’s Health and Safety
and Corporate Social
Responsibility policies are adhered to at all times.
* Host daily
pre-shift meetings to ensure all members of the Front Office Team receive the
information necessary to do their jobs. Use this forum to communicate daily LQA
Standards, Daily Topics and Guiding Principles information. Foster a culture of dialogue and exchanges of
ideas.
* Support and coordinate support
for the F&B lobby outlet and Lobby.
* To ensure Data Protection and PCI compliance are in place at all times.
* To assist in other
areas of the Front Office
and the Hotel where required.
* Ensure
exceptional cleanliness of the entire internal and external Front of House
areas.
All applicants must be legally eligible to work in the UK.
We’re more concerned with what’s in the glass not whether it’s half full
or empty so come and pour some happiness into yours by joining our award
winning family!