Assistant Front Office Manager

JR United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job description

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Imperial London Hotels Group based at Royal National & City Sleeper

40 hours (5 Days out of 7 days per week weekly rota)

We are part of the Imperial London Family of Hotels, a family-run company with over 185 years of history. We’re rewriting the traditional hospitality mindset, paving the way for a fresh approach at our 8 hotels in Bloomsbury. Our purpose is to provide authentic London experiences and memorable stays to all our guests. And we believe that starts with the right team.

We are now recruiting an Assistant Front Office Manager at Royal National & City Sleeper. Nestled opposite the picturesque Russell Square Gardens in the vibrant heart of Bloomsbury, London. Our Royal National Hotel and City Sleeper is the largest hotel in the UK. We boast over 1600 guest rooms. Each day brings new challenges as we forge to create authentic London experiences and memorable stays within everyone’s reach.

Putting our guests at the heart of everything you do, you make it your mission to ensure that you and your team deliver an exceptional guest journey from check in to check out. Working alongside the Front Office Manager, you will be a role model for the team, leading by example to create a memorable guest experience for each guest, and address any shortfalls in service quality and operating standards.

Key Duties will include the following:

1. Support the Front Office Manager in delivering quality of service and delivery for all services and facilities within Front Office departments holding regularly team meetings to agree areas of operational focus on service quality, KPI and other targets.
2. Confidently handle any guest complaints in a timely manner and ensure that suitable solutions are reached to satisfaction of our guests.
3. Establish guest satisfaction data and develops improvement plans to address service shortfalls in service quality and/or delivery standards.
4. Responsible for recruiting, onboarding all Reception and other front of house team members you will create a culture of continuous professional development empowering them to deliver and be the best.

What we would like from you

1. 2 years of experience as Assistant Front Office Manager/ Front Office Manager in the hotel industry, including experience in managing both shift operations and team management.
2. Previously worked in a large hotel property with strong experience in people management.
3. A Passion for hospitality, you are all about creating memorable experiences for others no matter what time of day.
4. Commercially focused with an understanding of how to maximise profits through revenue management.
5. Experience of budgets, P&L and forecasting would be advantageous.
6. Personable and engaging with the ability to build rapport easily, with great communication skills with both internal departments and guests alike.
7. A multi-tasker with your excellent organisation skills, you can prioritise workload and also adapt to changing priorities where needed.
8. You will be a natural leader with the ability to motivate and develop a team to reach their full potential both personally and professionally.
9. A positive can-do attitude, you are calm under pressure, able to work both independently and as part of a team.
10. A good working knowledge of Microsoft and knowledge of Reservation Systems (Opera).

What you will get in return

1. 28 Days Holiday pro-rata increasing with length of service up to 33 days
2. Free meals on duty
3. Uniform & dry-cleaning
4. Employee recognition
5. Employee awards
6. Social events
7. Interest-free Season Ticket Loan / Travelcard Loan
8. 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability)
9. Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets
10. Early Pay - Instantly access a portion of the pay you’ve already earned
11. Shopping discounts across several high-street brands and online retailers (via Each Person)
12. Nursery Scheme via Each Person (subject to eligibility)
13. Employee Assistance Programme- Supported by Hospitality Action

About Us:

With a 185-year legacy, our company combines the stability of a long-standing 7th generation family business with the innovation of a startup. We have big plans for growth, and we need someone who shares our excitement for the future, whilst upholding our core values of positivity, care, collaboration, growth, and pride.

We are part of the Imperial London Family of Hotels, a family-run company with over 185 years of history. We’re rewriting the traditional hospitality mindset, paving the way for a fresh approach at our 8 hotels and 9 restaurants in Bloomsbury. Our purpose is to provide authentic London experiences and memorable stays to all our guests, and we believe that starts with the right team.