Front of House Manager

Candour Recruitment
Maidenhead, Royal Borough of Windsor and Maidenhea
£20000 - £23000/annum
11 Jul 2017
10 Aug 2017
Contract Type
Full Time
A well known, luxurious hotel based in Maidenhead is looking for an experienced and dynamic Front of House Rooms Manager. The role is a full time, 45 hours a week, 5 days on and 2 days off shift pattern, including weekends.

Essentially the role is to ensure that guests are 100% satisfied and that everything is exceeding their expectations. The purpose is to ensure that everything is as it should be and that the customer experience is the best it can be! This role will be the main link between the management team and customers.

Job Purpose/Summary: To promote a hospitable and professional image to the guest and give full co-operation to any guest requiring assistance, with a prompt, caring and helpful attitude. To assist the growth of the business and maximise revenue opportunities.

Key responsibilities are: · To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience. · To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service. · To deal with guest requests to ensure a comfortable and pleasant stay. · To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible. · To be responsible for accurate and efficient accounts and guest billing processes. · To assist in keeping the hotel reception area clean and tidy at all times. · To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area. · To administer all routes of reservations to ensure that room bookings are made and recorded accurately. · To keep up to date with room prices and special offers to provide accurate information to guests. · To ensure smooth running of the day including transition of shifts · To compile, check and sign invoices for commissions and newspapers · To cover reservations, including update of pricing and maintaining OTAs in the absence on the Reservation and Revenue Manager · To deliver training to the reception team

To provide a first class service to hotel guests · Be part of a team, able to handle all positive and negative guest feedback and record both correctly. · Actively consider prevention of any complaints. · Anticipate guests needs wherever possible and promote hospitality within the hotel, enhancing customer satisfaction. · Undertake quality training and coaching in a systematic and professional manner.

· Undertake company and legal standards for cleanliness and maintain within the department. · Be part of a team that is correctly uniformed in line with company standards and understand the importance of personal hygiene. · Be punctual, polite, courteous and helpful to guests and colleagues at all times. · Be fully conversant with the facilities, services and promotions offered by the hotel and whenever appropriate, offer this information to the guest. · Be aware of responsibility for the security of the guest and hotel property.

The key competencies that are needed are: Adaptability · Flexible · Ability to respond to change positively · Calm under pressure · Thinks ahead

Communication · Is clear and open · Encourages others to share ideas · Keeps others well informed and up to date

Creativity · Looks for fresh ideas · Turns good ideas into realistic solutions

Decision Making · Can act on own initiative · Accepts responsibility for own actions · Applies knowledge and experience

Influencing · Persuasive · Has a positive profile · Gains people’s attention when speaking · Gains commitment

Integrity · Open and honest · Treats people fairly · Respects confidences · Adheres to legal obligations

Self Management · Organised · Meets deadlines · Good time keeping · Personal appearance · Motivated · Sets a good example

Team Work · Plays their part · Understands effect of their own behaviour on others · Supports, develops and encourages others

This role is a pivotal role at the hotel and requires someone who has worked within this industry and would either suit someone who is looking for the next step up or someone who wants to now work for a niche and luxurious hotel. The role is looking for someone to start ASAP so please apply today