ADDITIONAL INFORMATION

Job Number25116122
Job CategoryRooms & Guest Services Operations
LocationSt. Pancras London Autograph Collection, Euston Road, London, United Kingdom, United Kingdom, NW1 2AR
ScheduleFull Time
Located Remotely?N
Position Type Management

POSITION SUMMARY:

As a Front Office Manager at St. Pancras Lonodn, you will manage front office functions and staff on a daily basis. Areas of responsibility include Front Desk and Switchboard Operations. As a department head, directs and works with managers and associates to successfully execute all front office operations including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

Responsibilities: Here’s what your journey with us entails

• Fostering associate commitment to provide excellent service, participating in daily stand-up meetings and modelling desired service behaviours in all interaction with guests and associates.
• Ensuring product & services delivered by Rooms operations meet or exceed guest expectations, creating customer loyalty and growing market share. Executing the brand’s service strategy and continually focusing on improving guest satisfaction.
• The FOM is a key leader within the room’s division department and is also required to support the duty management program.
• Leading the Front Office department on the absence of the FOH Manager
• Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Serving as a leader in displaying outstanding hospitality skills.
• Empowering associates to provide excellent customer service.
• Observing service behaviours of associates and providing feedback to individuals.
• Maintaining high visibility in public areas during peak times.
• Providing immediate assistance to guests as requested.
• Interacting with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Supporting the Front Office team in handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Keeping Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Performing all jobs within the Front Office and Guest Services departments, as necessary.
• Ensuring compliance with all Front Office policies, standards and procedures.
• Conducting departmental meetings and continually communicating a clear and consistent message regarding the Front Office goals to produce desired results.
• Ensuring staff is trained to comprehend and utilize night audit procedures and reports.
• Reviewing staffing levels to ensure that guest service, operational needs and financial objectives are met.

QUALIFICATIONS/SKILLS:

• Minimum of 1 year of experience in a similar role within the hospitality industry, preferably in a luxury hotel environment.
• Strong attention to detail and understanding of quality management systems, standards, and procedures with a passion for delivering excellence in customer service.
• Exceptional interpersonal, organisational and communication skills with the ability to interact effectively at all levels.
• Proven leadership abilities with a track record of successfully leading and motivating teams with the ability to multitask.
• Ability to handle high pressure situations in a calm and efficient manner.

• Fostering associate commitment to provide excellent service, participating in daily stand-up meetings and modelling desired service behaviours in all interaction with guests and associates.
• Ensuring product & services delivered by Rooms operations meet or exceed guest expectations, creating customer loyalty and growing market share. Executing the brand’s service strategy and continually focusing on improving guest satisfaction.
• The FOM is a key leader within the room’s division department and is also required to support the duty management program.
• Leading the Front Office department on the absence of the FOH Manager
• Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Serving as a leader in displaying outstanding hospitality skills.
• Empowering associates to provide excellent customer service.
• Observing service behaviours of associates and providing feedback to individuals.
• Maintaining high visibility in public areas during peak times.
• Providing immediate assistance to guests as requested.
• Interacting with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Supporting the Front Office team in handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Keeping Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Performing all jobs within the Front Office and Guest Services departments, as necessary.
• Ensuring compliance with all Front Office policies, standards and procedures.
• Conducting departmental meetings and continually communicating a clear and consistent message regarding the Front Office goals to produce desired results.
• Ensuring staff is trained to comprehend and utilize night audit procedures and reports.
• Reviewing staffing levels to ensure that guest service, operational needs and financial objectives are met