WHY RBH?
At RBH we are looking for exceptional people to provide
outstanding service to our guests and who put our people at the heart of
everything we do.
With a
real focus on performance, people, quality, profit, and communities, RBH
transform hotels.
We take
our values very seriously and our team should strive to always:
• Act with INTEGRITY
• Deliver EXCELLENCE
• Have the AMBITION to continuously improve,
and
• Show that we CARE
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.
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:
·
Effectively
and efficiently manage the operation of Nights.
·
Be confident
with all front office systems of operation - Opera, Bizzon etc
·
To establish
the agreed standards within the Department through the introduction of a
Standard Operating Procedure Manual, basing any training on this.
·
To constantly
monitor standards of performance and ensure that the standards set down are
being both applied and achieved.
·
To 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.
·
To have a full
understanding of all systems and programs e.g. Opera Cloud, Bizzon
·
Conduct
training sessions and provide ongoing support and guidance to night staff,
ensuring alignment with brand standards and service excellence.
·
Monitor
performance and provide feedback to night team members, addressing any issues
or concerns in a timely and constructive manner .Carry out on the job training.
·
Ensure that
the handover procedures are followed in the transferring of all relevant
information on a daily basis.
·
Accurately assess the needs of the business in terms of staffing etc.
providing solutions to identified risks in line with trading levels whilst
demonstrating a hand-on management style.
·
Actively develop your team’s awareness of revenue capture and resolving
posting errors and guest queries relating to charges – in order to protect
revenues.
·
Ensure a
minimum of 3 safety checks at regular intervals with specific emphasis on
safety, fire and health and safety.
·
Supporting the
setup and closure of the F&B department and any additional requirements of
the operation. (To serve food and liquor to company standards and be
aware of Licensing Laws and Basic Food Hygiene.)
·
Supporting the
Meetings and Events Operational department with function room set ups and clean
downs liaising with the Meetings and Events Manager.
·
Providing room
service from the kitchen or bar during the shift.
·
Check hotel
guests in and out, assisting with luggage when required.
·
Ensure all
team members have a sound knowledge of the local area regarding history, places
of interest and special events and where further information can be obtained.
·
Ensure all
cleaning of areas as dictated via the Operations Manager / Housekeeping
Manager, removal of all trays from public areas, bedroom corridors as
necessary.
·
Establish a
friendly and helpful attitude to all guests and staff.
·
To show
willingness to take on additional responsibilities when necessary.
·
Recruit all
new staff using the competency-based interviewing procedure.
·
Responsible
for the training and development of all new starters
·
Ensure all new
starters attend company orientation within the first week of starting
employment.
·
Carry out
performance reviews as per the company performance management procedure.
·
Be fully
compliant with RBH disciplinary procedures and other relevant Human Resource
Practices – Sickness and Absence.
·
To attend and contribute to all daily/weekly team meetings.
·
To carry out Duty Management functions as required.
·
Work with the Operations Manager to support their night operation
during any emergencies, sickness or holidays.
·
Be responsible for ordering staff taxi’s in accordance to the hotels
policy.
·
Carry out a fire evacuation drill every 3 months (non guests) documentation
to be given to Operations Manager or Maintenance Manager
People
·
Carry out the
company 4,8,12-week review process (Great Conversations).
·
Liaise with HR
Manager and Operations Manager with any issues which may be classed as high
risk.
·
Act as a role
model in terms of values, professional ethics and conduct.
·
Identify
training needs within the team and deliver or source appropriate training,
ensure that all SMILE Training and Shooting Stars are completed within the
correct timescales.
·
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.
·
Carry out an
agreed number of staff searches per week
·
Comply with
company grooming and uniform standards.
·
Comply with
timekeeping and attendance policies.
·
Actively
participate in training and development programs Comply with hotel rules and
regulations and provisions contained in the employment handbook.
·
Hold regular
(monthly) departmental meetings to discuss any relevant topics and to give
feedback on Company, Hotel and Departmental performance.
·
Ensure a safe
working environment for your team, ensuring that the lone worker risk
assessment is followed and up to date.
·
Ensure night
health questionnaires are completed every 3 months.
·
Provide fire
training to all night team every 3 months with all documentation going to Operations
Manager.
·
Provide
ongoing training and support to night staff on topics such as safety
procedures, guest service standards, and emergency response protocols.
Quality
·
Ensure
our guests receive an exceptional level of service and want to return.
·
Anticipate
guests’ needs and provide service to exceed their expectations.
·
Ensure all
appropriate Standard Operating Procedures are adhered to.
·
Utilise brand
metrics to ensure quality measures are maintained throughout the company.
·
Conduct
regular inspections of guest rooms and public areas during the night shift to
ensure cleanliness, maintenance, and compliance with brand standards.
Profit
·
Co-ordinate
and control with initiative all issues relating to costs, expenses, wastage,
breakages, security and stock control.
·
Pro-actively
pursue all practices in-line with company environmental and energy saving initiatives.
·
Ensure
charges are accurately posted to guest accounts and all financial
administration is completed as per the Front office Manager
·
Follow
cash handling and credit procedures and report any discrepancies to your
supervisor immediately
·
Ensure
that work is carried out in a way that is cost efficient and understand the
ways in which profit can be maximized
·
Identify opportunities
to optimise revenue during overnight hours, such as upselling room upgrades or
promoting late-night amenities and services.
·
Assist in the
preparation of financial reports and forecasts, providing input and insights to
support decision-making.
General
·
Comply
with the company codes of conduct at all times.
▪
Perform other
tasks at the level of the role as directed by your line manager in pursuit of
the achievement of business goals.
·
Ability to
work as part of a diverse team with colleagues from different viewpoints,
cultures and countries.
·
Understand
your role and responsibilities in terms of the hotel Health & Safety Policy
including completion of all mandatory training.
·
Familiarise
yourself with emergency and evacuation procedures.
·
Understand
your responsibilities with regards to security
·
Proactively
pursue all practices in line with Company environmental and energy saving
initiatives
·
Continuously
review and maintain emergency response plans for overnight incidents, including
fire, medical emergencies ensuring all staff are trained and prepared to
respond effectively.
Success
Criteria
·
Arrive
for work at the correct time, in the appropriate uniform, making sure that it
is in immaculate condition.
·
Display
a positive attitude at all times.
·
Contribute
to the department ability to achieve or exceed the budgeted revenue and control
expenditure .
·
Meet
targets on guest feedback surveys.
·
Minimal
guest complaints to be received.
·
Positively
impact the volume of repeat business