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Client:
Graduate Hotels
Location:
Cambridgeshire, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
ae0803f7e24c
Job Views:
86
Posted:
03.03.2025
Job Description:
RESPONSIBILITIES
* To act as a "Service Champion" for the Front of House
* To ensure, by supervising the Front Desk Team Members, that service provided to guests is at the highest level
* Conduct Team Member briefings, and debriefings and delegate specific tasks at the start and end of every shift
* Assist in the induction of new Team Members to create a great new stater experience
* Review guest satisfaction results and property audits to identify areas of improvement
* Supervise daily shift process ensuring all Team Members adhere to standard operating procedures
* To act as Hotel Duty Manager when assigned Duty Manager shifts
* Greet guests as they arrive, focusing on personal recognition in a warm and authentic manner
* Ensure a high level of product knowledge of the hotel and surrounding area
* Train, coach, and mentor the Front of House Team Members to ensure a quality operation and service
* Resolve guest issues or complaints efficiently to maintain a high level of customer satisfaction and quality service
* Review arrival list daily, communicate with other departments to ensure welcome amenities are prepared, assembled and delivered
* Be familiar with VIPs arriving for the day and communicate these at daily hotel briefings
* Ensure supervisor and daily checklist is carried out/ handover of shifts.
* Allocate rooms to expected arrivals after checking the guest's preferences and special requests
* Answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed to the relevant department
* Responsible for issued cash float - count float during shift
* Ensure that all cash drops are done in accordance with the cash handling procedures and report all cash over/ shorts to management
* Ensure the lobby area and outside of the hotel are looking presentable and welcoming
* Check Alice regularly for guest requests/Maintenance issues/communication between departments
* Other duties as assigned
WHAT WE ARE LOOKING FOR FROM YOU
* Minimum of 1-year in a similar supervisory role within the Hotel Industry
* Ability to communicate effectively in English, both verbally and in writing
* Strong leadership and time management skills
* Ability to use, train & report on Opera - PMS (desirable)
* Ability to exceed expectations of guests and team members
* Ability to work shifts, weekends, and bank holidays
THE PERKS
* Company Discount on rooms plus free night stays each year
* Generous recommend a friend scheme
* Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
* Access to a 24/7 Employee Assistance Program
* Discounts on the hotel food & beverage
* Recognition incentives
* Complimentary meal on duty in the Team Member canteen
* Parking for cars, mopeds, scooters and bicycles
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