Front Office Manager - London

Are you the type of person who gets out of bed on the right side daily? If so, we'd like you to come and join our happiness as a Front Office Manager.Here at Royal Lancaster London, our goal is to be the happiest hotel in London and it's our people that deliver it with their fun and caring attitude. We are always on the lookout for development opportunities, and moments to grow while helping our colleagues reach their potential and opening the door to their next opportunity.As a "We Always Care" employer, you will be provided with tailored development plans, training, and apprenticeship opportunities to develop your career!Joining our independently owned and 5-star hotel as one of our Front Office Manager, you will help to build a supportive and social place, where we can all be at our best while receiving the following happiness perks:Service ChargeEmployee discounts of up to 50% on food & beverage and spa treatments across our sister properties (Landmark London and K West Hotel & Spa)Employees and Friends & Family rates across our sister propertiesComplimentary meals on dutyUniform provided and laundered complimentaryRefer a friend bonusEmployee recognition schemes and Social Committee events including gala dinners and much more!Employee benefits platform with access to thousands of discounts and offers.As a Front Office Manager you will be working within the Front of House Department and report directly to the Director of Rooms.Key Duties and Responsibilities:To monitor and ensure completion of the daily Front Office checklist.To monitor and action emails and communications to and from the Front Office Department.To carry out all duties relevant to the Hospitality Manager Front Office, as laid down in the Standard Operating Procedures of the department.To assist Guest Service Agents in their reception duties during busy periods, managing queues and providing lobby presence. Ensure no more than three customers are waiting in line for service at any time. Steps must be taken to ensure smooth lobby flow, including but not limited to; opening more stations at the Front Desk, opening additional stations at the Concierge Desk, and ensuring a Lobby Host is in place.Ensure all new starters receive full departmental induction training and pair up trainers accordingly.To monitor the appearance, conduct, guest relation skills and punctuality of Front Office team members to ensure that the required departmental standards are met.Conduct quality checks to ensure Guest Service Agents consistently adhere to the prescribed service standards. This includes credit checks, PMs checks and cash flow balance checks and guests' cash payments by the end of each shift.To assist in any investigation of incidents that occurred in the hotel, follow up with related departmentsTo carry out service recovery whenever needs and get back to the guests promptly.To train and support Guest Service Agents to achieve personal and departmental goals.Carry out one-to-ones with assigned Guest Service Agents and carry out performance reviews as per the annual appraisal policy.To assist FO management to prepare an internal finance audit.To attend meetings and training sessions as required by Front of House management.Take on any assigned projects adhering to delivery deadlines.To audit and ensure that the Company's Health and Safety and Corporate Social Responsibility policies are adhered to at all times.Host daily pre-shift meetings to ensure all members of the Front Office Team receive the information necessary to do their jobs. Use this forum to communicate daily LQA Standards, Daily Topics and Guiding Principles information. Foster a culture of dialogue and exchanges of ideas.Support and coordinate support for the F&B lobby outlet and Lobby.To ensure Data Protection and PCI compliance are in place at all times.To assist in other areas of the Front Office and the Hotel where required.Ensure exceptional cleanliness of the entire internal and external Front of House areas.All applicants must be legally eligible to work in the UK.We're more concerned with what's in the glass not whether it's half full or empty so come and pour some happiness into yours by joining our award winning family!Already uploaded your CV? Sign in
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