Mount Royal Hotel Edinburgh by the Unlimited
Collection is seeking a charming and engaging Assistant
Front Office Manager with a passion for service excellence. You will
report to the Front Office Manager, supporting/working
towards providing our guests with memorable experiences of the
city.
The Assistant Front Office Manager will:
·
Ensure consistent and courteous service for
all guests, actively challenging deviations from Ascott standards and quality
service levels.
·
Manage and lead contribution towards key hotel
KPI’s – DQA, ASR Enrolments and conversion, GRI performance
·
Manage response to all guest feedback in the set-out
timelines
·
Process weekly rotas and payroll to given
deadlines as per ADP and HR
·
Manage key-client relationships to optimize
potential and analyse results from Balanced Scorecard and System audits.
·
Oversee the guest ledger and accounts,
maintaining accurate control of billing, and manage departmental costs per the
Head of the department's directives.
·
Proactively handle no-show charges,
chargebacks, and outstanding payments, overseeing credit/debit card refunds,
and ensuring Front Office team's proactive invoice checks and client
communication.
·
Demonstrate a proactive and consistent
approach to stock control, cost control, and cash control.
·
Display innovation in skills development and
standards enhancement within the team.
·
Ensure recruitment, training development, and
staffing levels meet requirements while balancing a management style directed
by the Head of the department, combining both 'hands-on' and strategic
elements.
·
Actively participate in internal promotions
such as room upsell and F&B promotions, setting an example through
leadership.
·
Support overall business objectives in terms
of revenues, costs, and teamwork, emphasizing personal competency development.
·
Exhibit a proactive approach to delivering and
championing company and operational standards.
·
Address guest queries promptly and maintain
accurate records of all correspondence.
·
Ensure timely and accurate completion of all
necessary administration work.
·
Plan and manage occupancy according to guest
requirements and availability.
·
Implement systems and processes to effectively
meet legislative requirements.
·
Maintain impeccable standards of appearance
and grooming, always wearing the company uniform and badges.
·
Be aware of fire procedures, operate
firefighting equipment, and follow evacuation procedures, complying with all
Health and Safety guidelines and reporting duties as instructed by the Company.
To be successful in the role of Assistant Front
Office Manager, we require:
* Previous experience within a similar
role is essential.
* Previous high volume hotel experience
is preferable.
* Outstanding customer service experience
is essential.
* A capability and commitment to
delivering high levels of customer care.
* Experience of working as part of a
winning team
·
Ability
to remain calm
Working with us provides the following benefits to
you:
* Genuine
career opportunities within our business
* Valuable
on the job training, along with access to our digital online learning
platform and numerous other learning and development opportunities
* Staff
incentives when you and the team perform
About Us
The Unlimited Collection is a brand of The Ascott Limited.
At The Ascott Limited, we embrace diversity, equity, and
inclusion, welcoming applicants of all backgrounds to create a supportive and
thriving workplace where everyone can contribute their unique perspectives.
A trusted hospitality company, Ascott’s presence extends
across Asia Pacific, Central Asia, Europe, the Middle East, Africa, and the
USA. Its diversified accommodation offerings span serviced residences, coliving
properties, hotels and independent senior living apartments. Ascott's
award-winning hospitality brands include Ascott, Citadines, lyf, Oakwood, Somerset, The
Crest Collection, The Unlimited Collection, Fox, Harris, POP!, Preference, Quest, Vertu and Yello.
Through Ascott Star Rewards (ASR), Ascott’s loyalty programme, members enjoy
exclusive privileges and offers at participating properties
Jupiter Hotels Holdings Limited
Trading as: Mount Royal Hotel Edinburgh by the
Unlimited Collection managed by The Ascott Limited
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