Overview
Front of House Manager - White City House, West London
What We Are Looking For
* Passionate about the hospitality industry, people and guest relations, with experience in reception work in a busy, high volume venue.
* Proven track record in leadership with at least 1 year’s experience in a luxury/upscale property.
* Comprehensive knowledge of Opera PMS or other PMS.
* Proven ability to build and maintain good relationships with all stakeholders.
* Excellent people skills with a strong ability to communicate and listen effectively.
* Able to work shifts on a full-time basis across five days of any week, including weekends.
Main Duties
* Being an ambassador for the Hotel and role model representing the Soho House ethos at all times by ensuring they are executed and maintained.
* Anticipate guest needs to enhance quality service in order to improve member and guest satisfaction and to train your department to deliver the same.
* Maintain a motivated and high performing team, so that all staff can continually provide service excellence to all guests and members.
* Ensure that all guests experience is priority at all times following the SH ethos – 92%+ at all mystery guest reports and 9+/10 on members feedback post-stay.
* Be an expert in complaint management, by proactively taking charge of any difficult situations in relation to member/guest complaints, ensuring each situation is resolved efficiently and effectively.
* Ensure that deadlines of daily responsibilities, such as reports, rotas and reviewing hours, are met.
* To be commercially aware and to monitor the site’s performance. Working with the Reservations & Revenue team to ensure that we are priced competitively. Achieve budgeted occupancy %, ADR and therefore Total Revenue for the site.
* Responsible for the induction and onboarding of all new staff within 2 weeks and continual development of existing staff.
* Attend the weekly HOD meeting to discuss best practice, performance & current challenges in the department that need to be addressed and resolved.
* Oversee the night team with their tasks and assisting the general management by ensuring all financial policies and procedures are followed. 92% is the target.
What We Are Looking For—Additional Details
* Location: White City House, West London
* Opening hours: Mon–Weds 7am–1am; Thu 7am–2am; Fri 7am–3am; Sat 8am–3am; Sun 8am–12am
Benefits
* Weekly Pay
* Team meal whilst on shift prepared by our chefs
* £20 Taxi Contribution for late shifts
* Clothing Allowance
* Every House Membership
* 50% off Food & Drink, 7 days a week
* Staff Room Rate; Any Bedroom, Any House, $100 a night
* Private Health and Dental Care
* Life Assurance
* Day off on your birthday
* Up to 50% Staff Discount on Cowshed & Soho Home
* 2 days paid per year to support a charity of your choice (Soho Impact)
* Free Counselling Sessions
* Cookhouse & House Tonic training and events
* Ongoing training for personal and professional development
* Access to a benefits platform with discounts on shopping, gym memberships, holidays, insurance, etc.
* Team events and activities each month
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