AG Hotels Group is an ambitious hospitality platform, led by an entrepreneurial team, with a growing portfolio of over 15 prime locations across the UK. Our mission is to create “Happy Thriving Places” where both guests and employees flourish.
Our Core Values are our GRACES:
* Growth: Unleashing potential for development
* Responsibility: Owning results and outcomes
* Ambition: Pursuing impactful goals
* Expertise: Mastering our craft
* Service: Providing service that benefits our communities
We are looking for a passionate and experienced Front of House/Reception Managerto lead the guest services team at Plaza Hotel in Chorley. You’ll be responsible for ensuring exceptional guest experiences, maintaining high service standards, and developing a high-performing front-office team.
Position:Front of House/Reception Manager
No. of positions:1
Location: Chorley
Key Responsibilities
* Oversee all front-office operations, including check-in/check-out, concierge, guest relations, and housekeeping coordination
* Maintain exceptional levels of guest satisfaction, resolving any issues or complaints promptly and professionally
* Manage and train a dynamic team, ensuring adherence to brand standards and delivering consistent, personalized service
* Drive revenue generation through effective upselling, cross-selling, and maximizing occupancy rates
* Managing room reservations, cancellations, and modifications using the hotel’s reservation system, and ensuring accurate and up-to-date guest information
* Collaborate with marketing and revenue management teams to implement strategic initiatives and promotions
* Generating reports on front office performance, including occupancy rates, revenue, guest feedback, and operational efficiency, and analyzing data to identify areas for improvement and strategic opportunities.
* Implement strategies to enhance the hotel’s online reputation, including responding to reviews on platforms like OTA websites and managing feedback on platforms like Medallia. Engage with guests to encourage positive reviews and address any negative feedback promptly and professionally, aiming to improve the hotel ratings and rankings amongst all the competing hotels.
* Continuously seek opportunities for process optimization and operational efficiency
* Monitoring front office expenses to ensure cost-effective operations while maintaining service quality and guest satisfaction.
Requirements
* Proven front-office management experience, preferably Best Western background
* Exceptional interpersonal, communication, and problem-solving abilities
* Strong leadership and team management skills, with a talent for developing and motivating staff
* Proficiency in hotel property management systems – Rezlynx preferred and MS office
* Ability to thrive in a fast-paced, customer-centric environment while maintaining composure under pressure
* Commitment to delivering outstanding guest experiences and upholding the highest service standards
* Fluency in English is essential, with additional language skills being a distinct advantage
AG Hotels Group is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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