Front Office Manager

Front Office Manager – 4 star hotel – Glasgow

• Competitive salary
• Great company benefits
• City centre location
• Discounts on rooms and F&B worldwide
• Growth and development

What we seek in a Front Office Manager

– To be totally customer focused by consistently delivering excellent customer service with an informed, friendly and effective approach

– To take control, accountability and ownership for the management of the Reception & Nights Departments, within overall policies and controls established by the company and Hotel General Manager, ensuring that the brand values and standards are delivered and budgeted profitability achieved

Job responsibilities of a Front Office Manager

– Ensure that all departments create a professional impression to customers and team members.

– Evaluate and act on Customer Service Reports and customer feedback by developing relevant action plans to achieve positive and consist results.

– Consistently look for ways to improve customer service in your areas of responsibility.

– Manage Reception & Nights to ensure all standards are implemented & reviewed on a regular basis

– Ensure Priority Club/Reward Enrolment Targets are achieved

– Manage Reception & Nights to ensure all Brand Standards are implemented & adhered to at all times.

– Manage all VIPs coming into the Hotel by reviewing current procedures and implementing new ideas as required

– Participate with client evenings and other client PR events as required

– Be fully aware of budgeted and actual departmental financial targets. This to include occupancy, average room rates, yield and revenue.

– Control payroll costs for Reception & Nights by allocating labour resources in line with forecasted business levels through payroll management system.

– Manage all departmental operating costs in line with forecasted business levels.

– Implement, maintain and constantly improve all departmental operating standards.

– Work closely with the Accounts, Revenue and other departments in order to ensure accurate accounts are raised for all service provided following company guidelines.

– To contribute to the hotel Sales & Marketing Plan to ensure a positive approach to all sales opportunities to maximise sales revenue and exceed budgeted sales targets for all departments

– Create a selling service culture within the departments.

– To ensure all department team members are sales focused

– Lead and create a team environment which promotes good employee morale and ensures a high level of commitment and pride in the Hotel.

– Complete Personal Development Plans for all team members to assist with their personal development

– Ensure all team members complete Company Induction, Departmental Induction & E-Learning, and are consistently coached and appraised on a one to one basis throughout their Induction Period.

– Carry out performance reviews with team members and act according to feedback, using company guidelines.

– To be fully aware of and strictly adhere to all cash, key and credit procedures laid down by the company.

– To operate all I.T systems in line with company operating standards.

– Undertake any other reasonable project as requested by your General Manager or Operations Manager to grow and improve the business.

– To be fully aware of and adhere to Health and Safety, Food Safety Policy, Fire, Bomb Threat, Security and Payment Card Industry Data Security procedures laid out by the Company/Hotel.

– Keep yourself informed of the hotel’s goals and objectives and those of other departments, maximising the role you play in delivering the hotel budgeted profit

Desired skills of a Front Office Manager

– Previous hotel experience

– Previous Customer Service experience

– Good understanding of written and spoken English language

– Knowledge of branded hotels and systems such as Opera and Onq

Berkeley Scott are an agency working on behalf of our client.  Salary dependent on experience