Front Office Manager

Staycity Group; Cambridge; On-site; GBP 25,000 - 45,000; Full time

Job description

Wilde Aparthotels is a thriving and rapidly expanding Aparthotel operator, making waves across the heart of European cities like London, Berlin, Edinburgh, and soon to be Amsterdam, Lisbon and many more.

At Wilde, we're not just another Aparthotel brand, we're a diverse and inclusive team that encourages you to bring your unique self to work. Our Irish heritage mixes with local cultures to form new experiences that are unique to each city, and each Wilde. If you're a leader who's as passionate about making guests smile as we are, and if you have a warm, human touch, and a passion for hospitality, we'd love to hear from you.

We are seeking a Front Office Manager for our brand new 229-room Aparthotel on Park St, Cambridge, London, to help us create a truly amazing Wilde experience for our guests.

At our Park Street location in the heart of Cambridge, we champion the incredible local produce and suppliers that make this city unique. Sustainability is not just a buzzword for us—it’s at the core of everything we do, from our thoughtfully sourced ingredients to our eco-conscious operations. Whether you're popping in for a locally brewed craft beer, a glass of organic wine, or a handcrafted gin from the surrounding area, our bar proudly showcases the best of Cambridge’s artisans.

Additionally, our beautiful terrace offers a relaxed outdoor space where guests can unwind, enjoy their meals, or savour a drink while taking in the fresh air—perfect for long summer days and evenings.

Benefits:

We want you and your loved ones to thrive; we’ll support your health, wellness, learning and development, and if you decide it’s time to start or grow a family, rest assured we celebrate that too:

• Generous holiday allowance
• Maternity Leave: 26 weeks fully paid (>1 year of service)
• Paternity Leave: 6 weeks fully paid (>1 year of service)
• Surrogacy Leave: 24 weeks fully paid (>1 year of service)
• Adoptive Leave: 24 weeks fully paid (>1 year of service)
• Annual Bonus, based on your contribution and impact
• Discounted rates for overnight stays for you, and your family and friends
• Refer and earn scheme if you successfully refer a friend to work with us
• Volunteer days: 2 paid volunteer days per year to support causes in your local community
• EAP: Support for you and your family when you need it with our Employee Assistance Program (EAP)

What you can do for us:

• Ensure the smooth running of the front desk on a daily basis, liaising between the guests and all departments
• Proactively encourage development and motivation for self and others
• Monitor and address feedback from guest satisfaction surveys, as well as third-party websites. This includes the skilful resolution of disputes and complaints in a professional manner, always adhering to the guidelines provided
• Verify payments upon guest check-in, following established procedures for various payment methods
• Support and ensure that our department employees consistently uphold the prescribed standards and service techniques
• Anticipate and address any issues to safeguard the well-being and satisfaction of our guests throughout their stay
• Manage and inspire a team of direct reports on a daily basis

Required Skills and Experience:

• Previous management experience of at least 2 years working at the Front Desk in a similar property is essential to deliver this role
• Excellent communication skills, highly focused, motivated, and professional in appearance and presentation to represent the Wilde brand
• Strive to provide our guests with the highest standards of customer care
• Eager to learn and develop
• Outstanding customer service skills and attention to detail
• Experience using Opera and excellent communication and interpersonal skills are required for this role
• A self-motivator with attention to detail and a passion for customer service
• Demonstrate the ability to motivate, appraise, support and challenge the team to deliver world-class results on every aspect of the business on a daily basis continuously
• Keep the team up to date about departmental, hotel, and company activities through daily communications including financial feedback, customer feedback, and guest feedback reports; taking appropriate actions for improvement
• Integrate with other departments to ensure we exceed our guests' expectations
• No formal qualifications are essential, but you must be able to demonstrate commitment, leadership and continuous learning

If you possess the ability to navigate through challenges with a blend of kindness and clarity, backed by data-driven decision-making skills, we'd love to hear from you! So, join Wilde on this exciting and ever-evolving journey, where you'll be supported, inspired, and encouraged to reach your full potential. Let's make the world a little brighter, one guest at a time.