As a Front Office Manager, your focus is to create positively memorable check-in experience for guests. Through positive leadership of the reception team, you will be responsible for delivering an efficient and effective reception function.
KEY RESPONSIBILITIES
General
* Overseeing all Reception procedures, regularly reviewing and updating procedures
* Ensuring the smooth running of the reception team and related areas, with guest experience at the forefront of everything you do
* Anticipating customers needs and reacting to these to enhance customer satisfaction
* Keeping up to date with our facilities, promotions offered by the hotel and also the local area, in order to pass information on to the guest wherever needed
* Familiarise yourself with the company policies and procedures plus employee handbook and lead by example in demonstrating Kew Green values and behaviours
* Have the desire and ability to improve your knowledge and abilities through on-going training and development
* Have a flexible approach to the hours you work.
Profit
* Liaising with sales team with regards to rate negotiation and availability
* Be directly involved in developing and executing revenue strategies and sales initiatives whilst continually developing your teams to do the same.
Quality
* Ensure all appropriate brand Standard Operating Procedures are adhered to: Heartbeat Medallia reviews, Concerto feedback, IHG Front office compliance
* Ensuring the highest standards of personal presentation, hygiene and conduct in accordance with the hotel standards
* Ensure all equipment is properly maintained and stored, with all breakages and breakdowns being properly reported and recorded.
People
* Leading, coaching, developing and mentoring the Reception team
* Control the drafting of rosters, ensuring each area is effectively covered
* Full accountability for team members within Reception in terms of recruitment, performance management, review
* Liaise with central HR with any issues which may be classed as high risk
* Act as a role model in terms of values, professional ethics and conduct
* Communicate throughout team to ensure all members are aware of current developments within the company
* Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skills development.
Strategy
* Take a pro-active approach to ensuring the continued long-term success of Kew Green Hotels
* Project manage any key strategic priorities ensuring effective leadership of any working party; clear, concise and timely communication to all stakeholders; development and management of associated timelines; delivery of work streams in line with agreed deadlines
* Work with key stakeholders to drive improvements to the business.
Our amazing benefits
* Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates.
* Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
* We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work).
* Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
* FREE access to the Leisure Club
* Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
* KewFest, Employee Appreciation Week, and the Kew Green Awards Evening are all annual events.
* Mental Health and Legal Support with our 24/7, 365 Employee Assistance Line
Who are Kew Green Hotels?
Whether we are passing on a sales lead, creating an on-trend specials dish or simply looking after guests and employees, here at Kew Green we focus on the details. We know that each and every member of our team love to pursue outstanding and we respect our people and the incredible work they do to look after our guests. And in return? Not only do we offer a highly competitive benefits package, but through our internal career development opportunities and external apprenticeship provider, we also support you wholeheartedly in your own personal pursuit of outstanding.
With an ever-growing portfolio and a number of brands across leading hotel chains including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.
Irrespective of whether we are finding new ways to take care of our guests or supporting departments weve never worked in before here at Kew Green Hotels, our obsession over the little details is who we are.
When you join the Kew Green family, you'll be part of a fast-growing company that is going global. If you've got ambition, we can match it with endless opportunities - both in the UK and much further afield.
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