Overview
Front of House Manager – The Alexander Hotel Collection. Location: Alexander House Hotel & Utopia Spa, East Street, Turners Hill, East Grinstead, West Sussex, RH10 4QD.
Salary: £35,000 per annum + monthly service charge
Benefits
In addition you will enjoy a range of company benefits including:
* 4 weeks holiday rising to 5 weeks with service
* 8 Bank holidays
* Free car parking
* Employee uniform
* 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
* Anniversary benefits at 1 year, 3 years and 5 years (birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea and service-related holiday)
The Place
Alexander House Hotel & Utopia Spa, part of Alexander Hotels, a private group of quality hotels of distinction just outside London.
5 Red Star Hotel, Award winning Utopia Spa, 57 bedrooms including the new Cedar Lodge development and a 2-bedroom self-contained Gatehouse are available for guests.
2 Award winning restaurants, Reflections Restaurant (2 Rosette, 60 covers) and AG’s Restaurant (3 Rosette, 35 covers), together with conference and banqueting facilities and private dining rooms catering for 8 to 95 guests.
Please see our website for a full list of facilities.
The Role
Reporting to the General Manager, you will be responsible and accountable for all front of house service areas including Guest Services, Hotel Reception, Concierge and Night Concierge.
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 ensuring our overall service reflects our 5 Red Star accreditation.
Duties include
* To ensure all front of house staff are recruited, trained and developed in line with current and future business requirements and budgets.
* To ensure all service standards to AA, SLH and Mystery Guest Standards are achieved consistently across all front of house areas.
* Be the designated Front of House trainer on ResLynx and Front of House procedures.
* Ensure the presentation of all front of house areas are 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 team have all products and resources to deliver excellent service by an organised process of planning, stock taking and ordering.
* Ensure the team have excellent product knowledge of all facilities, prices and are up to date on any current special offers through effective communication and briefings.
* Performance management of the team through training, coaching, support and actioning Disciplinary Procedures where other actions fail.
* Completion of Employee Performance Reviews
* Set, implement and maintain Front of House Department SOPs, auditing standards to ensure compliance and actioning improvements/developments/shortcomings.
* Drive sales through service excellence, staff training, upselling.
* Manage all guest feedback platforms and processes personally including Revinate, TripAdvisor, Booking.com etc and ensure appropriate feedback and action is taken.
* Ensure accuracy of Front of House financial transactions together with all Front of House administration, implementing control procedures to guarantee success.
* Ensure that all rotas for Front of House departments are prepared 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.
* Manage the Duty Manager Rota and regularly carry out Duty Manager shifts as required.
* Comply with legal and Company requirements for health & safety across all Front of House areas.
Requirements
* Must be impeccably presented with a warm and friendly disposition.
* Excellent eye for detail
* Excellent communication skills both verbal and written
* Accurate and thorough administration skills
* An experienced front of house systems/reservations system user and trainer
* Experience within the 4/5 Star Hotel Market
* You will need a passion for hospitality and exceptional customer service
* You must be able to demonstrate an ability to manage a team by coaching, developing and motivating others. Experience of developing teams to their full potential.
* Be a team player with the desire to develop yourself and those around you.
* Adaptable in their approach and able to work and adapt in a fast-changing environment
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