Job description
Front Desk Managers oversee the operations of front desk staff in hotels or businesses, managing check-in/out processes, handling guest inquiries, and ensuring a smooth reception experience.
- Ensure exceptional guest service at all times
- Manage front desk operations and staff training
- Oversee guest check-ins/check-outs and reservation management
We are seeking a highly professional and motivated Hotel Front Desk Manager for our client's prestigious establishment located in the heart of London, near the iconic Hyde Park. This luxurious hotel prides itself on delivering unparalleled service to its guests. The successful candidate will oversee all front desk operations, ensuring the highest standards of guest service are maintained. Responsibilities include managing a team of front desk staff, overseeing guest check-ins and check-outs, handling reservations, and responding promptly to guest inquiries and concerns. This role demands excellent organizational, communication, and leadership skills, with a strong focus on delivering an exceptional guest experience.
Responsibilities
You will be responsible for overseeing the front desk operations, managing front desk staff, and ensuring that all guest queries and concerns are addressed promptly and effectively. This position offers a unique opportunity to contribute to the high standards of a world-class luxury hotel, ensuring every guest's stay is unforgettable.
- Oversee front desk operations to ensure efficient, friendly, and professional guest check-in and check-out processes.
- Manage and train front desk staff on hotel policies, customer service standards, and operational procedures, including monthly performance reviews and weekly staff meetings.
- Collaborate closely with the housekeeping and maintenance departments to ensure all guest rooms and public areas meet the hotel's high standards of cleanliness and repair.
- Address guest complaints and concerns with empathy and efficiency, ensuring their stay is as enjoyable as possible.
- Coordinate room assignments and manage booking platforms to maximize occupancy and revenue.
- Implement and maintain front desk operational protocols to improve overall efficiency and guest satisfaction scores.
- Monitor and manage inventory of front desk supplies and guest amenities, placing orders as necessary.
- Analyze guest feedback and hotel performance metrics to recommend and implement improvements in service and operations.
- Ensure compliance with all safety and security protocols for staff and guests.
- Manage the front desk budget, including staff scheduling to align with occupancy forecasts, to control expenses while maintaining guest service standards.
Requirements
A degree in Hospitality Management or a related field, along with relevant certifications such as the Certified Hotel Administrator (CHA), is essential. Experience in a similar role within the luxury hospitality industry, demonstrating strong leadership, communication, and organizational skills, is also required.
Education:
- Bachelor’s degree in Hospitality Management, Business Administration, or related field.
- Master's degree in Hospitality or Business Administration (preferred).
Certification:
- Certified Hotel Administrator (CHA) from the American Hotel & Lodging Educational Institute.
- Certification in Hotel Industry Analytics (CHIA) (preferred).
- First Aid and CPR certification.
Skills:
- Proven experience in a hotel front desk manager role or similar position within a luxury hotel environment.
- Strong leadership skills with the ability to manage, motivate, and train a diverse team.
- Excellent communication and interpersonal skills for interacting with guests, staff, and management.
- Proficiency in hotel management software (e.g., Opera, RoomKeyPMS).
- Ability to work in a fast-paced environment and handle multiple priorities.
- Demonstrated problem-solving and decision-making capabilities.
- Knowledge of additional languages is a significant asset.
Work conditions
The role involves regular interaction with an international clientele and requires flexibility in work hours, including evenings, weekends, and holidays. Benefits include comprehensive health insurance, opportunities for professional development, and access to exclusive hotel amenities.
- Workplace located in a prime area of London, offering easy access to public transport and the city’s attractions.
- Standard work hours include shifts covering mornings, evenings, and weekends, with the expectation of availability for holidays and special events.
- Comprehensive health and dental insurance package available from the first day of employment.
- Generous annual leave entitlement, starting at 28 days, including public holidays.
- Opportunities for professional development, including access to training programs and certifications relevant to the hospitality industry.
- Access to exclusive hotel amenities for personal use, subject to availability.
- Employee discount program for dining and accommodation within the hotel and its sister properties.
- Participation in a pension scheme with employer contributions.
- Supportive and inclusive team environment with regular staff events and team-building activities.
- Employee assistance program for support with personal and professional issues.
- Possibility of accommodation assistance for relocation purposes.
- Uniform provided, including dry-cleaning services.
This job offer is introduced to you by Marina Schevchenko
This job offer is managed by Morgan Mallet International's agency London - UK
Address : 25 North Row, Mayfair, London W1K 6DJ, United Kingdom
Marina Schevchenko
Recruiter
Marina Shevchenko is a dedicated professional with a decade-long journey at Morgan & Mallet International, beginning part-time in 2014 and transitioning to full-time in 2015. Specialising in client and candidate relations, she excels in catering to individuals from the UK, US, and Eastern Europe. Fluent in English, Ukrainian, and Russian, Marina's multilingual skills facilitate seamless communication. Her role extends beyond borders, having managed Morgan & Mallet's offices in the UK and Ukraine. Marina's passion lies in understanding the distinct requirements of clients and candidates, ensuring perfect matches that align with their goals and personalities. She thrives on forging lasting connections and delivering exceptional service.
Morgan & Mallet Hospitality Staffing
This job offer is managed by Morgan Mallet International's agency London - UK
Address : 25 North Row, Mayfair, London W1K 6DJ, United Kingdom
Share this job offer
Permanent
Full Time
Reference
0048-LDM
City
London
Country
United Kingdom
Posted
December 4, 2023
Salary
3,100
GBP
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