Overview
Provide quality services to our guests and create memorable experiences for them; handle guest incidents and follow through until full resolution; supervise front desk in service delivery; support Receptionist in upselling room categories; work closely with other departments. Responsible for overall management of the daily operation.
Responsibilities
* Always maintain a consistently professional demeanor.
* Represent NoMad London positively in all interactions with internal and external stakeholders.
* Always adhere to company policies and procedures, including but not limited to Health & Safety policies, HR guidelines and compliance trainings.
* Effectively manage workload and responsibilities with efficiency.
* Foster clear and effective communication within the team, across departments and between both hotels and management.
* Exhibit strong leadership skills to guide and inspire the team.
* Champion our company values and foster a positive and collaborative approach across all departments.
* Ensure that the reception team projects a warm, professional, and welcoming image by creating a positive, encouraging, and fun place to work for our team.
* Responsible for supervising the reception team with the running of the daily operations and looking after guests during check-in and check-out.
* Manage a team of Duty Managers and Night Managers, providing support and cover where necessary.
* Maximise the guest experience by responding to guest reviews online, proactively seeking guest feedback, maintaining open communication with team members and guests, identifying preventable issues, and responding to feedback in a timely manner.
* Assist the Front Office Manager (FOM) with ensuring spending remains within budget by understanding hotel performance, placing orders, tracking expenditures and preparing monthly reports for the FOM.
* Where necessary, attend morning operations meetings in the absence of the FOM to stay familiar with daily arrivals.
* Have sound knowledge of hotel policies and procedures to ensure compliance within the team, including health and safety, fire safety, etc.
* Raise concerns to the FOM regarding team member performance, supporting with People & Development policies to manage situations including investigations and performance management.
* Support the FOM to ensure corrective training is implemented based on feedback.
* Develop and implement new standard operating procedures (SOPs) to enhance front office operations.
* Help create a positive, encouraging and fun place to work for our team.
* Drive upsells by identifying opportunities for the reception team to upsell room categories, packages, and additional services.
* Collaborate with the FOM on finance follow-up items, such as returned checks, rejected credit cards, employee discrepancies, and cashier handling; monitor spending on company cards with accurate administrative recording.
* Coordinate shifts, create rotas, monitor team attendance, and ensure clock-in/out records are accurate for payroll; record any lateness or absence.
* Responsible for emergency and health/safety related situations.
* Maintain knowledge of hotel operations, city information and event activities; stay commercially aware to advise the FOM and Director of Rooms as requested.
* Assist with recruitment, review CVs and conduct interviews.
* Monitor and control room inventory management with maximum efficiency.
* Ensure sensitive information about guests, staff or business is kept confidential.
* Adhere to task lists and responsibilities communicated by management.
* To undertake any other reasonable task or request as directed by management.
Benefits
* £750 Refer a Friend Scheme
* 50% Employee discount in F&B outlets
* Pension Scheme
* Complimentary family meal and quality coffee/hot drinks whilst on duty
* Growing team with great training and progression opportunity
* Paid break and annual leave
* Good work/life balance
* Your birthday off (paid) after one year of service
* Hotel discount
* Wagestream
* Private Health Care
* Experience Stay - Breakfast included
* 5 days of paid sick leave for every rolling 12 months
* Additional holiday for each completed year of service
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