Front Office Manager Full Time (40 hours) 5 out of 7 days including Weekends Competitive Salary Benefits As Front Office Manager, you will be responsible for directing and administering Front Office operations in both the Hotel and Guest Services in the Pavilion. Ensuring the delivery of outstanding guest services, managing the first impressions of the hotel guests and delivering with the front office team an exceptional level of hospitality. The Hilton Garden Inn at Emirates Old Trafford (the Home of Lancashire Cricket) is a unique hotel positioned in a world class thriving multi-purpose venue that hosts a multitude of large-scale and high-profile events, from international cricket to sell-out concerts. The hotel, with its 150 bedrooms (including 85 pitch-facing rooms), restaurant (breakfast and dinner) and bar is located within the Emirates Old Trafford venue sitting alongside our award-winning conference & events facilities integrating seamlessly with the stadium and all the events that it hosts. The Role Oversee the entire Front Office operations including reception and nights to maintain high standards and meet Brand standards of Hilton Garden Inn & Lancashire Cricket. Managing all front office operations (including the Pavilion Reception) to include but not limited to: guest service and registratin (check-in & check-out) rom inventory and availability guest service standards and initiatives prduct quality marketing initiatives systems use and management department management plicy and procedure implementation and enforcement meeting participatin and facilitation Serve as point of contact for regular and VIP Guests Maximise room occupancy at best rates. Initiate and implement with the front office team up-selling techniques to promote hotel services and facilities Liaise and work closely with Hilton central reservations team and the Hotel’s Management Team and Lancashire Cricket’s C&E team to help drive and maximise sales across the venue Analyse guest feedback in order to enhance the guest experience and ensure all guest feedback is responded to in a timely manner Develop and implement corrective action for the above guest feedback. Ensure front office team can demonstrate current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area Understand and demonstrate correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy and ensure front office team follow procedures Manage, record and promptly resolve issues or emergencies that arise and be part of the Hotels’ Crisis Management Team Attend appropriate training courses, when required, and ensure training and development for the front office team Assist other departments, as necessary (F&B, Bar, Housekeeping) Act in accordance with all security and emergency procedures and manage the instigation of these, as required Monitor all CCTV, FLS panels for the hotel & stadium and liaise with on-site Security, Fire Team, Emergency Services Deal with any car parking issues and barriers The Person Previous managerial/supervisory experience in Front Office within a hotel essential Knowledge of hotel property management systems Previous experience with cash handling Good organization and administration skills High level of IT skill Ability to work under pressure Commitment to delivering a high level of customer service Positive attitude and good communication skills Please take a look at the full job description and if you have the experience and skills required, coupled with the enthusiasm and energy levels needed to fulfil the responsibilities of the role to their full potential, then please submit your CV outlining why you should be considered for the position. The closing date for applications is 13th May 2024 however, if enough suitable applications are received prior to this date, we may carry out interviews immediately and look to close the process early should the ideal candidate be found. We look forward to hearing from you if you have skills that support our future vision. Lancashire Cricket is an equal opportunities organisation and we are committed to providing new opportunities and striving for greater diversity. It is a priority for Lancashire Cricket to ensure our Club appropriately reflects the wider communities across the North West and as we strive to meet Sport England Guidance in this regard, we would welcome applications from individuals with the appropriate skills and experience that can also enhance our current diversity mix at the Club. Please also be aware, all of our roles are subject to reference checks from previous employers. Lancashire Cricket Club and the Hilton Garden Inn are committed to safeguarding children and vulnerable adults. As part of that commitment, this post requires a DBS (Disclosure and Barring Service) check at the appropriate level. The possession of a criminal record will not necessarily prevent an applicant from obtaining this post, as all cases are judged individually according to the nature of the role and information provided Lancashire Cricket Club and the Hilton Garden Inn are committed to safeguarding children and vulnerable adults. Due to this post being in regulated activity, the potential employee will be required to undertake a Disclosure and Barring Service check at the appropriate level. It is a criminal offence for a barred person to attempt to engage with vulnerable groups. The possession of a criminal record will not necessarily prevent an applicant from obtaining this post, as all cases are judged individually according to the nature of the role and information provided.