Front Office Manager

An exciting opportunity has arisen for a full-time permanent Front Office Manager to join our client's prestigious country house hotel in Hadley Wood, Enfield, which is rated as one of the best 4* hotels in Hertfordshire. Live in accommodation is available if needed.

A full and detailed job specification will be sent to you on application.

About the Company
Rated as one of the best 4* hotels in Hertfordshire our client is a luxury hotel venue set in 35 acres of rolling countryside whose landscaped Arboretum and historic 16th century lodge offers the perfect setting for weddings, celebrations, relaxing stays, business retreats for award-winning dining near London. The hotel has 58 bedrooms, 7 conference and banqueting rooms, Restaurant and Terrace Bar.

About the Role
As Front Office Manager, you will have the following key responsibilities.

Operational & Communication

Day to Day Line Management responsibility for Reception and Reservations and Concierge teams to ensure that the teams perform to the highest standards, as they make a key contribution to the first impressions for our client's guests and prospective customers.
Ensure all guests/callers/visitors interactions are actioned with the minimum of delay and with the highest level of efficiency, hospitality and customer service being extended at all times and that the team members are prepared, well-informed to deliver guests an exceptional experience from booking, check-in through to check-out.
Maintaining high levels of staff morale, fantastic customer care, effective communication with all management, staff and suppliers, innovative approach to sales and marketing, setting and maintaining reception and reservations and front of house welcome/concierge standards, positively promote company documentation, reviewing and using SOP manuals.
The following key tasks for this role of Front Office Manager are as follows:

Recruit, manage, train and develop the Front Office Operation (including Reception and Reservation and Concierge)
Ensure that the Reservation and Reception team deal efficiently with all enquiries by 'phone, 'email, in person and Web Portal & Business Travel Agents
Ensure that guests receive an excellent standard of welcome from the front of house Concierge team, ensuring that guests' needs are met at all times and they are afforded the highest levels of hospitality
Creating a training and development culture in Front Office teams, ensuring all members of the team have the opportunity to grow
Setting departmental objectives, work schedules, budgets, policies & procedures
Oversee Special Events and Christmas bookings
Acting as Duty manager when required
Financial & Cost Awareness

Actively participate in any revenue and sales activities including taking every opportunity to upsell at all points of sales, maximize room occupancy and to promote hotel services
Proactively manage costs based on the budgeted P&L figures and development plans
Overall responsibility for accounts related tasks within the Front Office functions incl. weekly (and Year End) check/balance of payments/takings, charge-backs, manage hotel floats, charge-backs etc
About your Skills & Qualifications

To have the ability at all times to do the utmost for staff, customers and the company
A minimum of 3 years of Front Office Line Management experience in the within a quality Hospitality/leisure/ customer facing environment with experience of managing people and developing people (ideally within a 4* Hotel)
Literate and numerate, with a good level of IT proficiency and attention to detail
High level of commercial awareness and sales capabilities, with previous experience of managing a department and Profit and Loss account
Excellent leadership, interpersonal and communication skills, ideally with experience of leading a Front Office Team
Ability to work on your own and as part of a team, flexibility work schedule (ability to work all shifts, weekends and holidays) and ability to multi-task
Salary and Hours
As Front Office Manager you will work 47.5* hours over 5 days per week, as per rota (*45 hours plus 30 mins. unpaid break per day). Shifts include weekdays, evenings, weekends etc. as per business needs and are made up of some early shifts (starting at 7.00am), some middle shifts (from 9.30/10am approx.) and some late shifts (starting at 3.30pm), though flexibility is required.

There is a competitive salary on offer and live-in accommodation is available if needed (highly subsidised and includes Utilities and up to 3 meals per day), plus a range of benefits including:

Free meals whilst on duty
Free on-site parking
Uniform provided (for certain roles)
Generous hotel discounts after six months' service
Discounted gym membership at nearby leisure centre
Staff recognition scheme, long service awards etc
28 days holiday, rising to 34 days after 5 years' service (includes Bank Holidays)
Various staff trips/events
How to Apply
Please note that eRecruitSmart is advertising the role of Front Office Manager on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to. Please only apply if you consent to these terms.

You must have eligibility to work in the UK. Please note, only suitable applicants will be contacted. If your address and contact details are not on your CV, you will not be considered.

We look forward to hearing from you!

Hotel, front office, manager, reception, front of house