Job Description - Director of Front of House Operations (HOT0BFQX)
Job Number:
HOT0BFQX
Work Locations:
Hilton London Metropole Hotel 225 Edgware Road London W2 1JU
WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS - The Hilton London Metropole Hotel has completed a transformational refurbishment, updating all of its Food & Beverage outlets, Bedrooms, Public Areas and Meeting Space.
Following the completion of the refurbishment, the hotel now boasts 1,100 bedrooms, four unique restaurants and bars, 35+ meeting rooms, including three ballrooms, with capacity for over 1,350 guests as well as an exclusive event space with unparalleled breath-taking skyline views across London.
Fancy taking a closer look at our brand new hotel? Check out our socials:
* Free, healthy and high quality meals when on duty
* Grow your Career!
* Personal Development programmes designed to support you at every step of your career
* A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing (https://cr.hilton.com)
* Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
* Team Member Referral Program
* Discounted dental and health cover
* High street discounts: with Perks at Work
* Discounted car park
* Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
* Modern and inclusive Team Member’s areas
A Director of Front of House Operations ensures that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out.
What will I be doing?
As Director of Front of House Operations, you will manage the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
* Oversee the entire Front Office operation to maintain high standards
* Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
* Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brands loyalty scheme
* Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
* Setting departmental objectives, work schedules, budgets, policies, and procedures
* Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
* Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
* Maintain good communication and working relationships with all hotel departments
* Monitor staffing levels to meet cover business demands
* Conduct monthly communication meetings, and produce minutes
* Staff performance issues in compliance with company policies and procedures
* Recruiting, managing, training and developing the Front Office team
* Act in accordance with policies and procedures when working with front of house equipment and property management systems
What are we looking for?
A Director of Front of House Operations serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
* Previous Management experience in Front Office within the hotel/leisure/retail
* High level of IT proficiency
* High level of commercial awareness and sales capabilities
* Excellent leadership, interpersonal and communication skills
* Accountable and resilient
* Commitment to delivering a high level of customer service
* Ability to work under pressure
* Flexibility to respond to a variety of work situations
* Ability to work on your own and as part of a team
ELIGIBILITY
In line with the Asylum and Immigration Act 1996, all applicants must have the eligibility to live and work in the United Kingdom.
Documentation is required at interview stage (for EU Nationals share code requested to check EU Settled/Pre-Settled status)
EVERY JOB MAKES THE STAY.
At Hilton, It Matters Where You Stay, but The Stay is only one side of the story.
We know it takes hundreds of jobs to create unforgettable experiences for our guests – and behind every job, there’s an extraordinary person working to make each Stay magical. That’s why at Hilton, Every Job Makes the Stay.
Job:
Guest Services, Operations, and Front Office
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