Job Description
Are you passionate about creating memorable guest experiences?\n\nWe are seeking a dynamic Front Office Manager to lead our front desk team. Reporting to the General Manager, you will play a pivotal role in ensuring outstanding customer satisfaction and smooth front desk operations.\n\nKey Responsibilities:\n\n* Take ownership of the guest journey to ensure a truly unique experience.\n\n* Lead, mentor, and motivate the front desk team to deliver exceptional service and oversee all front desk operations for smooth and efficient service\n\n * Communicate effectively to align the team with goals and motivate achievement.\n\n* Monitor guest feedback and enhance guest satisfaction and GRI scores and address and resolve guest complaints promptly and professionally.\n\n * Promote and train staff on the use of self-check-in terminals.\n\n* Develop and implement upsell strategies for room upgrades, tours, and additional services.\n\n* Collaborate with other departments to create attractive packages and promotions.\n\n* Track and analyse upsell performance to meet revenue targets.\n\n* Utilise data and feedback to identify areas for improvement and implement solutions.\n\nRequirements:\n\n* Proven experience in a front desk or customer service role, preferably in hospitality.\n\n* Strong leadership and team management skills.\n\n* Excellent communication and interpersonal abilities and ability to handle guest complaints and issues professionally.\n\n* Experience with self-check-in systems is a plus.\n\n* Strong analytical skills and ability to use data for decision-making\n\nSalary £(phone number removed)\n\nplus 5% bonus and benefits