Front Office Manager

Front Office Manager - Surrey

Reports to: Hotel Manager

Salary: up to £40,000 per annum

Role Objective:

As an experienced Front office manager you need to ensure the smooth running of the reception and night teams. Ensuring guests receive the highest standards of service whilst maintaining a commercial focus to ensure revenue and profit is maximised and that adequate night cover is maintained at all times.

4 star hotel and leisure membership club with over 5,000 members. In addition to 70 spacious hotel bedrooms, fantastic spaces for weddings and events, the club offers a wide range of leisure activities. Two 18-hole golf courses, a par-3 nine-hole, three restaurants, an award-winning spa and gym and eleven tennis courts are offered. A £7m leisure facility with indoor and outdoor swimming pools, four activity spaces offering everything from art to Zumba classes, a deli-style restaurant and crèche make up our fantastic resort.

The superb facilities are just part of the story. It is the warm and friendly service that makes us unforgettable. Our mission is that you will leave feeling better than when you arrived. And we can't achieve this without the great team who put fantastic customer service at the heart of everything they do.

Our Ideal Applicant:

Experience of working in a Hotel is a must - preferably 4* or 5* business or a luxury hotel. Experience Front office manager or leading a front office team is a must. Energetic, presentable, positive and observe high standards of Grooming and Presentation.

Benefits:
* Complimentary club membership for you and your partner (qualifying period applies)
* Product and service discounts including spa, restaurant and hotel stays
* 28 day's holiday increasing with service (includes public & bank holidays)
* Complimentary annual hotel stay for two
* Contributory pension scheme
* Bonus and incentive schemes
* Birthday Breakfasts
* Employee awards
* Annual staff party

Primary Responsibilities
* Oversee day-to-day operation of the Manor House with responsibility for The Reception, Nights, Porters and Cellar providing leadership and guidance to team members.
* Take responsibility and control of Manor House departments by developing and implementing effective standard operating procedures.
* Be proactively interactive with guests and ensure a management presence at peak times of the day so our mission "that you will leave feeling better than when you arrived" is achieved.
* Be the senior point of contact in the Manor House ensuring any situations, complaints or team member issues are managed and resolved at the earliest opportunity.
* Liaise with other Heads of Department (HoD's) across the resort to ensure a smooth and integrated guest experience.
* Ensure that all areas are kept and maintained to a high standard and any maintenance, F&B or housekeeping requirements are addressed swiftly through the appropriate channels.
* Delegate tasks and effectively manage all team members reporting to you to ensure that guest needs and expectations are met and exceeded at all times.
* Manage and coordinate the Duty Manager rota to ensure an appropriately trained and experienced person is always on-site to maintain standards and handle any emergencies that may arise.
* Oversee and take responsibility for rotas, time sheet and attendance data and payroll amendments for colleagues in your departments ensuring accurate and timely data and that costs are managed in line with budgets and revenue forecasts.
* Proactively manage and develop team member performance through job chats, appraisals, objective setting and disciplinary procedures if necessary with the support from the HR department.
* Create a positive work environment that re-enforces our value of 'belonging' understanding that engaged and happy colleagues are the key to success.
Reception
* Ensure the team provides a warm and friendly welcome and departure experience for all guests.
* Monitor and review service standards within the reception operation.
* Ensure a high level of service is provided at all times by all team members in accordance with the SOP Manual.
* Regularly review service standards to ensure we maintain and enhance our service offering, with SOP's being updated accordingly.
* Ensure all team members are fully conversant with the facilities and services offered and up-sell this to the guest at every opportunity.
* Assist management in training, motivating, and coaching team members; serve as a role model and first point of contact for any queries.
* Supervise the team's workload on shift, allocating duties and responsibilities to the reception colleagues, offering assistance where necessary. Ensure the following tasks are carried out by the team with support from yourself where

required:
* Check in guests on arrival, take pre-authorisations, complete registration and update information as per company procedures.
* Receive payments, issue receipts and use the PDQ machine.
* Check guests out on departure, ensuring full payment is taken and copy of a VAT receipt is issued to the guest.
* Prepare paperwork for the next day's arrivals, making sure the information on the registration cards is correct. Print the following days' paperwork for all arrivals including registrations cards, welcome letters and feedback forms. Ensure that these are well presented.
* Be fully conversant with product and service standards relating to all departments in the resort
* Have knowledge of the type of stays available, current special offers, what is on offer in the resort and communicating this confidently and helpfully to guests.
* Be able to deal with any reservation enquiry and action the reservation email in the absence of a reservationist.
* Liaise with Housekeeping & Reservations regarding any additional arrivals, departures or room moves.
* Take room service orders quickly and efficiently with a full working knowledge of the room service menu.
* Post mini-bar charges for in-house or departed guests plus any laundry charges given by housekeeping.
* Ensure all charges are correctly posted to member's accounts following the standard operating procedures.
* Ensure all conference and events are posted and billed correctly as per the day's function sheets, to enable invoicing.
* Understand switchboard operation, accepting external and internal calls within 3 rings and transferring them to the correct department/room.
* Check prior shift handovers and write daily handovers in the diary for current and forthcoming days to ensure seamless guest service is provided
* Follow the correct procedure to complete the "end of day" and receive all takings from departments securely.
* Use the shift report to ensure PDQ system and reception reports balance, rectifying any discrepancies.
* Ensure that floats and tills are correct and communicate any discrepancies to the Accounts department.
* Administration duties including filing of confidential paperwork.

General
* Communicate with internal and external customers in a friendly and courteous manner at all times.
* To maintain a professional standard of dress and appearance, in line with company standards
* Maintain a safe, clean and tidy work area
* To adhere to all statutory requirements regarding fire, health, safety and hygiene.
* To attend any training sessions as requested and adhere to company policies.
* Support colleagues in delivering a high standard of customer service
* Carry out any additional duties as reasonably requested by the management team
* Be knowledgeable of the Allergen Legislation
* Carry out duty management shifts as required in support of the management team