Job Description

Job Title: Front of House Manager

Division/Location: Front Office - Dalhousie Castle Hotel

Reports to: Hotel General Manager

Responsible for: Reception team, Nights team, Concierge Team

Authority to: Recruit/Dismiss

CORE DUTIES AND RESPONSIBILITIES

To be fully conversant in all Reception duties to assist when required Check in/out tasks To ensure all tasks are being carried out and checklists are completed by the reception and nights team on all shifts To handle and resolve all guest complaints To manage the reception and nights team to ensure a smooth running of the front office department on all shifts. To be fully aware of the hotel cash handling and credit procedures and to report any discrepancies to the Hotel Manager immediately To take reservations To assess staffing levels and follow the recruitment process for the front office department To complete a front office department rota on a weekly basis to ensure sufficient cover for the hotel business and operations whilst also ensuring payroll costs remain in line with budget To update all employee documentation in EPS to ensure staff files remain current and up to date To monitor and manage employee absences within the front office department, ensuring all absences are accurately recorded within EPS, reasons for absences are recorded within EPS, and return to work (RTW) forms are complete and loaded in EPS. To manage any staff issues informally where appropriate and to advise Hotel Manager of any issues which need to be formally dealt with To attend daily and weekly operations meetings to ensure Front Office department is represented, preparing the required documents for these meetings and communicating the information given at these meetings to the reception team and nights team. To support the Hotel Manager in any other tasks given to you to support the overall hotel operations Ensure the achievement of budgeted profitability and occupancy for front office department Control expenditure and costs within the department To cover Reception or Nights shifts where required To develop and train new and existing staff on any new hotel standards and procedures and to ensure all staff are fully trained in all front office procedures. Recruitment tasks including interviewing and selecting To ensure night audit is effectively run Ensure all rotas are loaded into EPS and signed off by the set deadlines
People

To maintain good working relationships with colleagues in all departments of the hotel To be fully aware of daily activities in the hotel Liaise with management on any issues which may be classed as high risk Act as a role model in terms of values, professional ethics and conduct Identify training needs within the team and deliver or source appropriate training Communicate throughout team to ensure all members are aware of current developments within the company Ensure department is well presented at all times To take personal responsibility in a guest situation to ensure that it gets resolved efficiently and follow-up to ensure that the guest leaves feeling satisfied To constantly improve and develop product knowledge to maximise quality of service To be able to be cross-train in other departments to develop individual potential Take a responsible approach towards timekeeping and attendance at work to ensure the department runs effectively at all times, and to assist in the event of absence cover To comply with the company grooming and uniform standards To carry out success reviews within department Attend training when required and be up to date with all legislative training Be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work and encourage other team members to do the same
Quality

To ensure that guests receive an exceptional level of service and will want to return Ensure all team members are providing exceptional levels of service at all times Ensure routine maintenance is carried out in your areas of responsibility, reporting any damage, wear and tear Understand department risk assessments and ensure all staff members are trained against them To ensure security procedures regarding guest valuables, departmental keys and floats are strictly adhered to at all times. To ensure all appropriate standard operating procedures are adhered to within department Source the most appropriate suppliers and ensure quality levels are delivered in a cost efficient manner To be fully conversant with the Hotel policy on:
? Fire & Evacuation

? Security procedures

? Health & safety policy

Profit

To Participate in guest activities that promote the hotel product and its service Manage departmental budgets Negotiate with suppliers Co-ordinate and control with initiative all issues relating to costs, expenses, wastage, breakages, security and stock control To create and take advantage of sales opportunities in order to maximise hotel revenue To be fully aware of the hotel facilities and promote them whenever possible To answer telephones promptly and correctly to maximise business and minimise guest frustration To be consistently aware of the hotel's availability and sell rooms at the best possible rate To remain focused on sales and standards To maintain a high level of awareness of local competitors and trends Actively participate in hotels responsible business initiatives Ensure payroll is controlled internally to meet budgeted targets
General

Comply with the company codes of conduct at all times
? Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals

Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries Understand your role and responsibilities in terms of the hotel Health & Safety Policy including completion of all mandatory training Familiarise yourself with emergency and evacuation procedures Understand your responsibilities with regards to security patrols and data protection legislation Proactively pursue all practices in line with Company environmental and energy saving initiatives Have a flexible approach to the hours you are required to work to meet the needs of the business. Ensure 100% Flow completion for Front Office Department Produce reports as required Understand your responsibilities with regards to guest and staff security Duty Manager responsibilities
Success Criteria

Arrive for work at the correct time, in the appropriate uniform, making sure that it is in immaculate condition Display a positive attitude at all times Contribute to the department ability to achieve or exceed the budgeted revenue and control expenditure Meet targets on brand specific guest feedback surveys, guest recognition and loyalty enrollment Minimal guest complaints to be received Positively impact the volume of repeat business Meet department targets
JOB SPEC

Key Skills & Attributes Required

Previous experience within same role in hotels Ability to provide and demonstrate exceptional guest service Positive can-do attitude Great charisma & people skills A good ability to manage business/workflow priorities Excellent communication skills both oral and written Effective leadership skills
Key Skills Desirable

Recognised qualifications/awards within the hospitality industry Leadership training qualifications EPS trained & Reslynx trained
The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be all responsibilities of the job.

Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Benefits:

Cycle to work scheme Discounted or free food Free parking
Work Location: In person