Hotel Café Royal is a 5-star luxury destination in the heart of London, perfectly positioned between the elegance of Mayfair and the creativity of Soho. With 159 beautifully appointed rooms and suites, a renowned spa, and five exquisite restaurants and bars, we are an icon of modern luxury and refined hospitality. As part of every role there exists a responsibility to preserve the soul and individuality of each property its features, feeling and heritage to retain its sense of place, purpose and continued contribution to its locality.
Hotel Café Royal enjoys an unrivalled setting, where the elegance of Mayfair, energy of Soho and sophistication of St. James combine. It is where history, culture, business and the stage are just steps away. For 150 years, people who make a difference have made their way through these doors. Our serene rooms and suites have been created in a modern and sophisticated style characterised by a refined simplicity touched with grand classical features in stone and copper. The overall effect of the hotels 159 guestrooms and suites, including seven signature suites that echo the glories of Café Royals past, is calm, assured and distinctive.
Your Role:
As the Assistant Front Office Manager (AFOM), you will play a key role in ensuring the smooth and efficient operation of our front office and guest service centre areas. Reporting to the Front Office Manager, you will manage a team of receptionists, front office supervisors and guest services agents, overseeing all aspects of guest check-in/check-out and VIP guest services. With a specific focus on handling guest complaints and finding solutions, you will uphold the highest standards of hospitality excellence and contribute to creating unforgettable experiences for our guests. Your dedication to excellence, leadership skills, and passion for hospitality will contribute to creating memorable experiences to elevate each guest interaction to a memorable and personalised experience, reflecting the sophistication and luxury synonymous with Hotel Café Royal.
Key Responsibilities
* Assist the Front Office Manager in managing the day-to-day operations of the front office department and deputise in their absence.
* Lead, motivate, and mentor a team of receptionists, front office supervisors and guest services agents, providing guidance, training, and performance feedback to ensure a high level of professionalism and guest satisfaction.
* Oversee the allocation of tasks for front office colleagues, ensuring adequate coverage and efficient utilisation of resources on a 24-hour basis.
* Handle guest complaints and concerns with empathy and professionalism, actively listening to guests' feedback, addressing issues promptly, and finding effective solutions to ensure guest satisfaction and loyalty.
* Monitor guest arrivals and departures, room availability, and special requests, coordinating with Housekeeping, Guest Relations, Spa, F&B, Engineering, and other hotel departments to ensure smooth and seamless operations.
* Ensure compliance with hotel policies, procedures, and standards, including security protocols, payment processing, and data privacy regulations, to maintain a safe and secure environment for guests and staff.
* Conduct regular inspections of front office areas, guest rooms, and public areas to ensure cleanliness, maintenance, and adherence to brand standards.
* Maximize room revenue through strategic room inventory management, upselling techniques, and effective rate negotiation.
* Coordinate training sessions and workshops for front office teams, covering topics such as customer service, sales techniques, and system operations, to enhance their skills and performance.
* Conduct regular quality audits of front office procedures, guest interactions, and service standards, identifying areas for improvement and implementing corrective actions as necessary.
* Serve as a key member of the hotel's emergency response team, providing leadership and support during crisis situations, such as evacuations, medical emergencies, or security incidents, to ensure the safety and well-being of guests and colleagues.
* Assist in the preparation of departmental reports, analysing financial performance and implementing cost-saving measures as appropriate.
* Foster a positive working environment and promote teamwork and collaboration among front office staff, encouraging open communication, mutual respect, and a shared commitment to excellence.
* Stay updated on industry trends, best practices, and technologies related to front office operations and guest services, and implement improvements and innovations to enhance the guest experience.
* Demonstrate excellent interpersonal and communication skills, with the ability to interact effectively with guests, colleagues, and vendors in a professional and courteous manner.
* Maintain Proficiency in Opera PMS and other front office software, with the ability to generate reports and analyse data to inform decision-making.
* Flexibility to work a rotating schedule, including weekends and holidays, as required to support 24-hour operations.
* Maintain impeccable grooming and presentation, reflecting the standards of a luxury hospitality establishment.
Who You Are
* A confident hospitality leader with strong leadership presence and a hands-on management style.
* Naturally elegant with a warm, approachable manner and a genuine passion for luxury service.
* Able to manage a dynamic team and adapt swiftly to the fast pace of hotel operations.
* Highly organised with a keen eye for detail and an instinct for anticipating guest needs.
* A natural communicator, able to inspire teams and connect with guests from all walks of life.
* Professional in appearance and conduct, with exceptional grooming and presentation.
* Calm under pressure, solution-focused, and commercially aware.
* Act as a role-model and proudly deliver our promise to our guests and colleagues by providing world-class service, with elegance, creativity, and unfailing attentiveness.
* Treat all colleagues from all departments with dignity and respect, at all times remembering that the whole hotel works as one team to achieve our individual and collective goals.
* Project at all times a positive can-do attitude, yet stay composed under pressure.
* Ensure you handle and process guest personal data in a confidential and sensitive manner following Café Royal guidelines and maintaining data protection laws.
* Become a guardian of our brand in order to deliver the highest possible professional standards at all times without compromise.
* Ensure that you are fully aware of your departments standard operating procedures (SOPS) to include use of any relevant software, and ensure you are fully conversant with the colleague handbook.
What Youll Bring
* Previous experience as an Assistant Front Office Manager or senior supervisory role in a luxury 5-star hotel.
* Proven success managing a high-performing team in a large front office environment.
* Strong working knowledge of hotel systems (Opera or similar PMS).
* Excellent interpersonal, leadership, and communication skills.
* A deep understanding of guest service standards and Forbes quality assurance.
* Ability to work flexible hours and perform duty management responsibilities.
The Benefits
* Pay of up to £42,500 including service charge with additional upsell incentives.
* Access to heavily discounted friends and family rooms rates.
* Two complimentary rooms nights per year (after 1 year of employment).
* Up to 50% colleagues discount in all our food and beverage outlets.
* Colleague wellness sessions in our Akasha spa each month including osteopath, podiatrist, yoga and fitness classes (as well as staff discounts on spa treatments).
* Regular social events, including our infamous Summer Party (August) and Black-Tie Annual Awards dinner (January).
* Christmas celebrations, including colleague lunch, childrens party and Christmas gift.
* Automatic membership of the companys life assurance scheme from day one.
* Generous discounts on retail and dining in Central London through the West End Club app.
* Mental health support including Employee Assistance Programme (EAP) and mental health champions in all departments.
* A variety of external benefits including gym discounts and free eye tests.
* Cycle to work scheme and season ticket loan.
* A wide range of both internal and external training and development programmes to support all of our colleagues career progression.
* The usual bits and bobs such as free meals on duty, uniform laundry, pension & holiday.
AMRT1_UKCT