Front of House Manager
Great Fosters Hotel, Egham, Surrey, TW20 9UR
£35,000 per annum + monthly service charge payment
The Place
Great Fosters Hotel, the most recent addition to Alexander Hotels, already gained AA 5 Star status & a Michelin Key. This Grade 1 listed building sits on 50 acres of stunning gardens and parkland in Egham, Surrey. 56 bedrooms are spread across the Hotel and adjoining Cloisters and Coach House. For dining, The Tudor Pass boasts 3 Rosettes, and the Estate Grill 2 Rosettes. A beautiful 14th‑century Tithe Barn, the Orangery, the Conservatory and various meeting and private dining rooms are available for events. Our newest development is the Utopia Retreat facilities.
The Role
Reporting to the Hotel Manager, you will be responsible and accountable for all front‑of‑house service areas – Hotel Reception, Concierge, Night Concierge and the Utopia Retreat facility. Your focus will be on the consistent delivery of high standards of guest service and ensuring our overall service reflects our 5 Star accreditation.
Duties include
* Recruit, train and develop front‑of‑house staff in line with business requirements and budgets.
* Ensure service standards meet AA, SLH, Michelin and Mystery Guest criteria across all areas.
* Act as the designated Front of House trainer on Rezlynx and front‑of‑house procedures.
* Maintain clean, safe, welcoming premises and present all point‑of‑sale material to agreed standards.
* Ensure team members are smart, punctual, polite, courteous and helpful to guests and colleagues at all times.
* Provide all resources and plan, stock take and order to deliver excellent service.
* Keep team updated on product knowledge, prices and current offers through briefings.
* Perform performance management through training, coaching, support and disciplinary action where necessary.
* Complete Employee Performance Reviews.
* Develop and audit Front of House SOPs to ensure compliance and drive improvements.
* Drive sales through service excellence, staff training and upselling.
* Monitor guest feedback personally and via comment reporting systems.
* Ensure accuracy of financial transactions and implement control procedures.
* Prepare rosters to ensure adequate cover while meeting budgetary requirements.
* Collaborate with the senior team on product development ideas.
* Carry out Duty Manager shifts as required.
* Comply with legal and company health & safety requirements.
Requirements
* Presentable front‑of‑house host with a warm, friendly disposition.
* Excellent eye for detail.
* Strong verbal and written communication skills.
* Accurate and thorough administration abilities.
* Experienced front‑of‑house systems/reservations user and trainer; knowledge of Rezlynx, Guestline, Resdiary or similar.
* Experience within the 4/5 Star hotel market.
* Passion for hospitality and exceptional customer service.
* Ability to manage a team through coaching, development and motivation.
* Team player who seeks personal growth and development of others.
* Adaptable and able to work in a fast‑changing environment.
Additional Benefits
* 4 weeks holiday rising to 5 weeks with service.
* 8 Bank holidays.
* Free car parking.
In addition, you will benefit from a range of company benefits: discounted hotel accommodation for you and your family at all hotels; discounted hair treatments at our two Utopia Spas; discount on all food & beverage at all hotels; discount on individual treatments booked in our spas; discount on retail products in our spas; and a staff recruitment referral scheme. For 1‑yr, 3‑yr and 5‑yr anniversaries, enjoy benefits such as paid birthday, complimentary overnight stays, complimentary lunch/afternoon tea and service‑related holiday.
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