Front of House Manager
£35,000 per annum + monthly service charge payment.
Great Fosters Hotel, Egham, Surrey, TW20 9UR.
The Place
Great Fosters Hotel, the most recent addition to Alexander Hotels, has gained AA 5 Star status and a Michelin Key. The hotel is a Grade 1 listed building set in 50 acres of stunning gardens and parkland in Egham, Surrey. 56 bedrooms spread across the hotel and adjoining cloisters and coach house. Dining includes The Tudor Pass with 3 Rosettes, and the 2 Rosette Estate Grill. Facilities include a beautiful 14th century Tithe Barn, Orangery, Conservatory and a range of other meeting and private dining rooms.
Our latest development is the creation of our Utopia Retreat facilities.
The Role
Reporting to the Hotel Manager, you will be responsible and accountable for all front‑of‑house service areas including Hotel Reception, Concierge, Night Concierge and our Utopia Retreat facility. Your focus will be the consistent delivery of high standards of guest service across all front‑of‑house areas, while acting as the hotel’s Host Manager to ensure the overall service reflects our 5 Star accreditation.
Duties
* Recruit, train and develop front‑of‑house staff in line with business requirements and budgets.
* Ensure all service standards to AA, SLH, Michelin and Mystery Guest Standards are achieved consistently across all front‑of‑house areas.
* Serve as the designated Front of House trainer on Rezlynx and front‑of‑house procedures.
* Ensure the presentation of all front‑of‑house areas is clean, safe, welcoming and appealing, with point‑of‑sale material displayed in line with agreed standards and legislation.
* Ensure all front‑of‑house team members are smart, punctual, polite, courteous and helpful to guests & colleagues at all times.
* Ensure the team has all products and resources to deliver excellent service through an organised process of planning, stock‑taking and ordering.
* Ensure the team has excellent product knowledge of all facilities, prices and is up‑to‑date on any current special offers through effective communication and briefings.
* Performance‑manage the team through training, coaching, support and actioning disciplinary procedures where necessary.
* Complete employee performance reviews.
* Set, implement and maintain Front of House Department SOPs, audit standards to ensure compliance and action improvements.
* Drive sales through service excellence, staff training and upselling.
* Monitor guest feedback personally and through guest comment reporting systems, ensuring an appropriate response.
* Ensure accuracy of front‑house financial transactions together with all front‑of‑house administration, implementing control procedures to guarantee success.
* Prepare rotas for front‑of‑house departments to ensure adequate cover while meeting budgetary requirements based on sales.
* Work with the senior team to generate ideas for product development to increase sales and meet ever‑changing guest requirements.
* Carry out duty manager shifts regularly as required.
* Comply with legal and company requirements for health & safety across all front‑of‑house areas.
Requirements
* Impeccably presented front‑of‑house host with a warm and friendly disposition.
* Excellent eye for detail.
* Excellent communication skills both verbal and written.
* Accurate and thorough administration skills.
* Experienced front‑of‑house systems/reservations system user and trainer; ideally with knowledge of Rezlynx, Guestline and Resdiary or similar systems.
* Experience within the 4/5 Star hotel market.
* Passion for hospitality and exceptional customer service.
* Ability to manage a team by coaching, developing and motivating others, developing teams to their full potential.
* Team player with a desire to develop yourself and those around you.
* Adaptable in their approach 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.
* Discounted hotel accommodation for yourself and your family at all hotels.
* Discounted hair treatments at our two Utopia Spas.
* Discount off all food & beverage at all hotels.
* Discount of individual treatments booked in our two Utopia Spas.
* Discount on retail products in our two Utopia Spas.
* Refer‑a‑friend staff recruitment scheme.
* Additional benefits on anniversaries: birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea and service‑related holiday.
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