Job Description

Front of House Manager

Salary: Competitive

The Mercure Newcastle George Washington Hotel Golf and Spa is an independently owned hotel, golf and leisure complex located on the outskirts of Newcastle upon Tyne and Sunderland. The Washington-based hotel offers a convenient location for visitors to the Tyne and Wear region with easy access to the major road network and within 15 minutes of Newcastle upon Tyne, Sunderland and Durham.

We need people like you. Reliable people who speak with a smile and deliver a warm welcome. At The Mercure Newcastle George Washington Hotel, we respect our staff for what they are: individuals and team players whose skills make us one of the world's top companies. Flexibility is key to our business culture and we aim to help everyone get the work/life balance right.

We are looking for an inspiring Front of House Manager who will lead our Reception and Nights Teams. The ideal candidate will have management experience within a hotel Reception team or similar, being able to motivate, delegate tasks and effectively manage a team. Customer service will be at the forefront of all tasks undertaken within the role with guest expectations consistently being exceeded. The Front of House Manager will ensure:

Guest expectations are exceeded from the booking process through to check out

Continual development of the Receptionists, Nights Teams and the Reception Supervisor

Attention to details in every task undertaken

Act as Guest Relations Manager - the main referral point for complaints after the informal stage with our Duty Managers, and responsible for inspiring excellent guest service scores, reporting on and responding to feedback reviews.

- Review and respond to guest online feedback and reviews, highlighting any issues to the relevant department head and senior management

Attendance in daily and weekly management meetings and generate guest service index reports for the Deputy General Manager

The following attributes are essential:

Being able to work under pressure whilst remaining calm and motivated

Excellent organisation and time management skills

Competent IT skills and a general understanding of hotel reservation systems. Experience with Opera PMS preferred

Excellent communication skills and ability to liaise with numerous departments within the business

Target focussed and be able to work to a strict budget of payroll

Promotions are constantly reviewed and adapted to match the current trends in booking market

We need people like you - efficient people who are quality-driven and willing to take on responsibility.

In return we will give you free meals on duty, access to a pension scheme and hotel discounts worldwide. So if you feel you have the desire and skills necessary to succeed as Front of House Manager with us then please apply below.

Job Type: Full-time

Benefits:

Company pension Discounted or free food Employee discount On-site parking
Experience:

Hotel & Accommodations Senior Management Occupations: 1 year (required)
Work Location: In person