Job Description

Job Overview

The Assistant Front Office Manager is responsible for effectively managing all activities of the Front of House department with specific responsibility for Reception, Guest Relations and Nights in conjunction with the Night Manager and Front Office Manager. Ensuring the implementation of all Company policies and procedures and the highest levels of service excellence at all times. The ideal Assistant Front Office Manager will be personable, meticulous disciplined, and well-equipped to work closely with colleagues from multiple departments to provide the highest level of guest experience.

Responsibilities

Effectively manage the daily operation within Front Office, Guest Relations and Nights Team in conjunction with the Night Manager and Front Office Manager. Ensure the highest levels of customer service are delivered by the Reception and Nights Team when checking in and checking out all guests. Ensure that the Reception, Nights and Guest Services Team adhere to and follow to the standards at all times when interacting with guests through all interactions from: arrival, check in, check out and departure. Working closely with the Head Concierge to ensure the Guest Services Team have an in depth knowledge of Westminster and surrounding area: sightseeing, travel, theatre, arts, restaurants etc to provide the highest levels of service to our guests whilst staying at the hotel. Ensure the implementation of an effective and timely action plan in addressing any areas identified in the customer feedback forms, Service Recovery reports and DM's logs. Monitoring SALT (Satisfactions and Loyalty Tracker) and implementing actions when needed with conjunction with Duty Manager. Assist the Duty Manager in Handling guest complains when needed. Ensure the effective implementation and delivery of the Brand Standards at all times by the full Front of House Team: Reception, Guest Services and Nights. Ensure the Reception Team has full product knowledge. Conduct appraisals for all direct reports twice per year and ensuring effective personal development plans are monitored and achieved working with the HR Team. Conducting 1:1 meetings when needed. Ensure training needs are identified and regular training is delivered on and off the job reinforcing standards and soft skills. Creating effective succession planning. Ensure that the Company standards and targets are met for Financial Quality Audit, Guest Surveys and Health & Safety Audits. Hold regularly effective briefing and departmental communication meetings. Ensure that all administration duties: banking, floats, billing, and correspondence are all carried out in accordance to company standards at the start and end of all shifts. Control and monitor the issue of departmental keys and floats on appropriate shifts. Ensure effective communication at all times with guests, customers, the Front of House team and colleagues throughout the hotel. Being a member of the fire team familiar with the fire procedures, as detailed in the Fire Manual. Deliver ad-hoc tasks as requested by the Front of House Manager and Director of Operations in a timely manner. Assisting in recruitment of new employees. Rostering and handling manning. Handling of House accounts / Group Accounts. Tracking of upselling programme. Ensure that NOR1 is updated and posted. Rate report. Monitoring and administering all holiday requests for staff. Liaise with the Maintenance Department to check on O.O.O / Hotel block rooms. Carrying out show rounds on an occasional basis.
Job Types: Full-time, Permanent

Pay: 34,000.00 per year

Benefits:

Canteen Discounted or free food Employee discount Referral programme
Ability to commute/relocate:

London SW1P 4DD: reliably commute or plan to relocate before starting work (required)
Application question(s):

Will you require visa sponsorship in the future?
Experience:

Hospitality management: 3 years (preferred)
Work Location: In person