WHY RBH?
At RBH, we are dedicated to recruiting exceptional individuals who prioritize delivering outstanding service to our guests while placing our people at the core of our operations. With a genuine focus on performance, people, quality, profit, and communities, RBH transforms hotels into exceptional destinations. Our values of integrity, excellence, ambition, and care serve as guiding principles in everything we do.
Multi-Site Front Office Manager Role
The Multi-Site Front Office Manager role is pivotal in ensuring that RBH guest service, financial, team, and quality standards are consistently met and exceeded. As a key leader within the cluster team, you will play a vital role in supporting the team to support our guests and ensuring exceptional service delivery.
Duties and Responsibilities:
1. Effectively and efficiently manage the operation of Nights.
2. Be confident with all front office systems of operation - Opera, Bizzon, etc.
3. Establish agreed standards within the Department through the introduction of a Standard Operating Procedure Manual, basing any training on this.
4. Constantly monitor standards of performance and ensure that the standards set down are being both applied and achieved.
5. Develop your team to anticipate guest needs, act upon and follow up guest requests, and deliver a level of service and responsiveness that generates compliments.
6. Have a full understanding of all systems and programs e.g., Opera Cloud, Bizzon.
7. Conduct training sessions and provide ongoing support and guidance to night staff, ensuring alignment with brand standards and service excellence.
8. Monitor performance and provide feedback to night team members, addressing any issues or concerns in a timely and constructive manner.
9. Ensure that the handover procedures are followed in the transferring of all relevant information on a daily basis.
10. Accurately assess the needs of the business in terms of staffing, providing solutions to identified risks in line with trading levels while demonstrating a hands-on management style.
11. Actively develop your team’s awareness of revenue capture and resolving posting errors and guest queries relating to charges to protect revenues.
12. Ensure a minimum of 3 safety checks at regular intervals with specific emphasis on safety, fire, and health and safety.
13. Support the setup and closure of the F&B department and any additional requirements of the operation.
14. Support the Meetings and Events Operational department with function room set-ups and clean downs liaising with the Meetings and Events Manager.
15. Provide room service from the kitchen or bar during the shift.
16. Check hotel guests in and out, assisting with luggage when required.
17. Ensure all team members have a sound knowledge of the local area regarding history, places of interest, and special events.
18. Ensure all cleaning of areas as dictated via the Operations Manager / Housekeeping Manager, removal of all trays from public areas, and bedroom corridors as necessary.
19. Establish a friendly and helpful attitude to all guests and staff.
20. Show willingness to take on additional responsibilities when necessary.
21. Recruit all new staff using the competency-based interviewing procedure.
22. Be responsible for the training and development of all new starters.
23. Ensure all new starters attend company orientation within the first week of starting employment.
24. Carry out performance reviews as per the company performance management procedure.
25. Be fully compliant with RBH disciplinary procedures and other relevant Human Resource Practices.
26. Attend and contribute to all daily/weekly team meetings.
27. Carry out Duty Management functions as required.
28. Work with the Operations Manager to support their night operation during any emergencies, sickness, or holidays.
29. Be responsible for ordering staff taxis in accordance with the hotel's policy.
30. Carry out a fire evacuation drill every 3 months (non-guests) documentation to be given to Operations Manager or Maintenance Manager.
People:
1. Carry out the company 4,8,12-week review process (Great Conversations).
2. Liaise with HR Manager and Operations Manager with any issues which may be classed as high risk.
3. Act as a role model in terms of values, professional ethics, and conduct.
4. Identify training needs within the team and deliver or source appropriate training.
5. Communicate throughout the team to ensure all members are aware of current developments within the company.
6. Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures, and skills development.
7. Hold regular (monthly) departmental meetings to discuss any relevant topics and to give feedback on Company, Hotel, and Departmental performance.
8. Ensure a safe working environment for your team.
9. Provide ongoing training and support to night staff on topics such as safety procedures, guest service standards, and emergency response protocols.
Quality:
1. Ensure our guests receive an exceptional level of service and want to return.
2. Anticipate guests’ needs and provide service to exceed their expectations.
3. Ensure all appropriate Standard Operating Procedures are adhered to.
4. Utilise brand metrics to ensure quality measures are maintained throughout the company.
5. Conduct regular inspections of guest rooms and public areas during the night shift to ensure cleanliness, maintenance, and compliance with brand standards.
Profit:
1. Co-ordinate and control with initiative all issues relating to costs, expenses, wastage, breakages, security, and stock control.
2. Pro-actively pursue all practices in-line with company environmental and energy saving initiatives.
3. Ensure charges are accurately posted to guest accounts and all financial administration is completed as per the Front office Manager.
4. Follow cash handling and credit procedures and report any discrepancies to your supervisor immediately.
5. Identify opportunities to optimise revenue during overnight hours.
6. Assist in the preparation of financial reports and forecasts, providing input and insights to support decision-making.
General:
1. Comply with the company codes of conduct at all times.
2. Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.
3. Ability to work as part of a diverse team with colleagues from different viewpoints, cultures, and countries.
4. Understand your role and responsibilities in terms of the hotel Health & Safety Policy including completion of all mandatory training.
5. Familiarise yourself with emergency and evacuation procedures.
6. Understand your responsibilities with regards to security.
7. Continuously review and maintain emergency response plans for overnight incidents.
Success Criteria:
1. Arrive for work at the correct time, in the appropriate uniform, making sure that it is in immaculate condition.
2. Display a positive attitude at all times.
3. Contribute to the department's ability to achieve or exceed the budgeted revenue and control expenditure.
4. Meet targets on guest feedback surveys.
5. Minimal guest complaints to be received.
6. Positively impact the volume of repeat business.
Compensation: To be discussed
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