Why Join Apex Hotels?
You will receive a warm welcome into the Apex family on joining us as a Front Office Manager in the City of London. We genuinely care about our guests and each other and we show this through our family values of Trust, Passion, Friendliness, and Teamwork. It is these values that support you to be yourself here at Apex Hotels. By bringing your own personality, passion, and ideas to the role, you will Lead and Manage an innovative and supportive Guest Services Team.
Role Overview:
As Front Office Manager, you will impact and influence key decisions and strategies within the business. As part of the senior leadership team, this highly visible role will be responsible for overseeing and coordinating the customer journey from arrival through departure and all in-stay requirements. Working closely with the General Manager and Operations Manager, this position will be expected to lead on the implementation and execution of all front office customer delivery strategies.
Main Responsibilities:
* Developing and implementing departmental strategies that will grow customer performance and excellence delivery
* High visibility during key guest demand periods delivering a total lobby experience
* Delivery of monthly Net Promoter and Guest Review Index arrival/in-stay/departure targets
* Ownership of the full arrival/in-stay/post-stay services feedback
* Ownership and measurement of customer preferences profiling in the PMS
* Delivery of over 90% completed Management response on Review Pro
* Responsible for creation, management, and fulfilment of departmental budgets
* Delivery of suggestive upselling training forming part of guest value proposition
* Hosting of weekly and monthly strategy meetings with operational teams and General Manager reviewing key metrics and performance indicators
* Daily/weekly payroll cost analysis in accordance with forecasted and materialised occupancies to ensure optimal performance and immediate overspend correction
About you:
To excel within this role, you will have:
* Customer-centric driven with a clear focus and ability to enhance the customer journey
* Clear and influencing communicator with the ability to interact across all levels
* Ability to adapt and drive a continuous growth and transformational mindset
* Identifies and manages best resources to achieve targets
* A strong understanding of related Health and Safety requirements
* Coaching, supporting, and challenging approach to deliver operational targets
You will work with great people, enjoy your time at work, develop new friendships, networks, and skills, and of course, you will also receive a competitive rate of pay and a generous range of employee benefits which includes:
* 35 days holiday
* Training and development from day one
* Employee events and celebrations
* In-house company interactive employee communication APP
* Entry to our state-of-the-art gym and pools
* Healthy meals to enjoy while you're working.
* Access to an external Employee Assistance Programme
* Financial Wellbeing App Wagestream, allowing you the flexibility to get paid earlier than your normal monthly pay date.
* £200 referral bonus when your friends or family join the team.
Following your first successful 3 months, you’ll also receive:
* Access to our discounts and wellbeing platform “Treat Yourself Here”, unlocking savings and experiences for you and your family.
* Involvement in our employee of the quarter and annual recognition schemes
* Long service recognition
* Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two
* 50% discount in our restaurants
* Cycle to Work Scheme
* Discounted room rates for employees, friends, and family
* Spa treatments and product discounts
* Critical Illness & Life Assurance cover
If you are interested, click apply. We look forward to hearing from you!
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