Job Title: Front of House Manager
Division/Location: Front Office - Dalhousie Castle Hotel
Reports to: Hotel General Manager
Responsible for: Reception team, Nights team, Concierge Team
Authority to: Recruit/Dismiss

JOB SPEC

Key Skills & Attributes Required

• Previous experience within same role in hotels
• Ability to provide and demonstrate exceptional guest service
• Positive can-do attitude
• Great charisma & people skills
• A good ability to manage business/workflow priorities
• Excellent communication skills both oral and written
• Effective leadership skills

Key Skills Desirable

• Recognised qualifications/awards within the hospitality industry
• Leadership training qualifications
• EPS trained & Reslynx trained

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be all responsibilities of the job.
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year

Benefits:

• Cycle to work scheme
• Discounted or free food
• Free parking

Work Location: In perso

• To be fully conversant in all Reception duties to assist when required
• Check in/out tasks
• To ensure all tasks are being carried out and checklists are completed by the reception and nights team on all shifts
• To handle and resolve all guest complaints
• To manage the reception and nights team to ensure a smooth running of the front office department on all shifts.
• To be fully aware of the hotel cash handling and credit procedures and to report any discrepancies to the Hotel Manager immediately
• To take reservations
• To assess staffing levels and follow the recruitment process for the front office department
• To complete a front office department rota on a weekly basis to ensure sufficient cover for the hotel business and operations whilst also ensuring payroll costs remain in line with budget
• To update all employee documentation in EPS to ensure staff files remain current and up to date
• To monitor and manage employee absences within the front office department, ensuring all absences are accurately recorded within EPS, reasons for absences are recorded within EPS, and return to work (RTW) forms are complete and loaded in EPS.
• To manage any staff issues informally where appropriate and to advise Hotel Manager of any issues which need to be formally dealt with
• To attend daily and weekly operations meetings to ensure Front Office department is represented, preparing the required documents for these meetings and communicating the information given at these meetings to the reception team and nights team.
• To support the Hotel Manager in any other tasks given to you to support the overall hotel operations
• Ensure the achievement of budgeted profitability and occupancy for front office department
• Control expenditure and costs within the department
• To cover Reception or Nights shifts where required
• To develop and train new and existing staff on any new hotel standards and procedures and to ensure all staff are fully trained in all front office procedures.
• Recruitment tasks including interviewing and selecting
• To ensure night audit is effectively run
• Ensure all rotas are loaded into EPS and signed off by the set deadlines

People

• To maintain good working relationships with colleagues in all departments of the hotel
• To be fully aware of daily activities in the hotel
• Liaise with management on 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
• Communicate throughout team to ensure all members are aware of current developments within the company
• Ensure department is well presented at all times
• To take personal responsibility in a guest situation to ensure that it gets resolved efficiently and follow-up to ensure that the guest leaves feeling satisfied
• To constantly improve and develop product knowledge to maximise quality of service
• To be able to be cross-train in other departments to develop individual potential
• Take a responsible approach towards timekeeping and attendance at work to ensure the department runs effectively at all times, and to assist in the event of absence cover
• To comply with the company grooming and uniform standards
• To carry out success reviews within department
• Attend training when required and be up to date with all legislative training
• Be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work and encourage other team members to do the same

Quality

• To ensure that guests receive an exceptional level of service and will want to return
• Ensure all team members are providing exceptional levels of service at all times
• Ensure routine maintenance is carried out in your areas of responsibility, reporting any damage, wear and tear
• Understand department risk assessments and ensure all staff members are trained against them
• To ensure security procedures regarding guest valuables, departmental keys and floats are strictly adhered to at all times.
• To ensure all appropriate standard operating procedures are adhered to within department
• Source the most appropriate suppliers and ensure quality levels are delivered in a cost efficient manner
• To be fully conversant with the Hotel policy on:
• Fire & Evacuation
• Security procedures
• Health & safety policy

Profit

• To Participate in guest activities that promote the hotel product and its service
• Manage departmental budgets
• Negotiate with suppliers
• Co-ordinate and control with initiative all issues relating to costs, expenses, wastage, breakages, security and stock control
• To create and take advantage of sales opportunities in order to maximise hotel revenue
• To be fully aware of the hotel facilities and promote them whenever possible
• To answer telephones promptly and correctly to maximise business and minimise guest frustration
• To be consistently aware of the hotel’s availability and sell rooms at the best possible rate
• To remain focused on sales and standards
• To maintain a high level of awareness of local competitors and trends
• Actively participate in hotels responsible business initiatives
• Ensure payroll is controlled internally to meet budgeted targets

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 patrols and data protection legislation
• Proactively pursue all practices in line with Company environmental and energy saving initiatives
• Have a flexible approach to the hours you are required to work to meet the needs of the business.
• Ensure 100% Flow completion for Front Office Department
• Produce reports as required
• Understand your responsibilities with regards to guest and staff security
• Duty Manager responsibilities

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 brand specific guest feedback surveys, guest recognition and loyalty enrollment
• Minimal guest complaints to be received
• Positively impact the volume of repeat business
• Meet department targets