FRONT OFFICE MANAGER

JOIN OUR FAMILY

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability, and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

Do you want to be part of a team of talented people, passionate about creating extraordinary experiences at the Hampton by Hilton London Gatwick?

As our Front of House Manager, you will be responsible for leading and managing the Front of House Team to ensure that the team members deliver all our guests an exceptional experience from check in through to check out.

KEY ACCOUNTABILITIES THAT WE ARE LOOKING FOR:

1. Oversee the Front Office operation to maintain high standards.
2. Ensure effective communication, operating procedures, and training, as well as clear leadership and direction for the team.
3. Comply fully with Hampton by Hilton brand standards, health & safety, and fire requirements, including training of the team, reviews, updates, and reporting.
4. Maximise revenue opportunities within the Front of House, including team sales training, and work with the Deputy General Manager on incentives and exploration of new revenue opportunities.
5. Attend meetings as required, including Heads of Department, Operations Meetings, and morning meetings, and cascade relevant information through daily briefings.

People Management

1. Act as an ambassador for the hotel, company, and team members.
2. Provide day-to-day operational support to all hotel departments.
3. Ensure all team members comply with our image standards, monitoring the team’s appearance, standards, and performance.
4. Ensure compliance with company policies and standards, including Absence, Sickness, Poor Performance, Disciplinary and Grievance, code of conduct, house rules, and correct use of company computers.
5. Conduct daily briefings/handovers with the team providing direction and support.
6. Conduct team performance reviews, coach, and support the Reception Team.
7. Identify Learning & Development opportunities within your teams.
8. Recruit and retain quality team members.
9. Flexibility with a variety of shifts as per business needs.
10. Be the main contact for any guest issues, complaints, and security issues.

Profit

1. Drive up-selling opportunities & revenue within the Front Office using a proactive approach.
2. Supervise, motivate, and drive the Reception Team in achieving KPIs, focusing on up-selling opportunities, Hilton Honor promotions, and delivering the brand promise & standards.
3. Maximise room occupancy, monitoring room types and overbookings, taking necessary action when required.
4. Manage payroll in your department to align with budget including holiday management.

Training & Development

1. Ensure all new team members undergo departmental induction.
2. Implement initial training plans for new team members.
3. Provide a Personal Performance Plan at the beginning of each year or within 4 weeks of commencing employment.
4. React to training and development requests.
5. Assist with staff training and development to encourage up-selling and continuously monitor standards of work.

QUALIFICATIONS / SKILLS / EXPERIENCE

1. Experience within the hospitality industry is essential.
2. Excellent leadership skills with experience of leading and developing a team.
3. Excellent interpersonal and customer relation skills to ensure a seamless and memorable experience, proactively resolving any challenges that may arise.
4. Strong communication skills, with a “can do” attitude.
5. High attention to detail and accuracy.
6. Flexible and adaptable, with the ability to stay calm under pressure.
7. High standard of personal appearance & professionalism.

KEY ATTRIBUTES WE ARE LOOKING FOR:

We hire mostly on personality & potential but here are a few of our requirements...

1. At least 2 years of Front Office Management experience within the hospitality industry.
2. Passion and drive to lead and motivate a team.
3. Exceptional people management skills with a hands-on approach.
4. Passion for customer service with excellent customer service skills.
5. Loyal, positive, and hard-working.
6. Passionate about your career, a team player, and have a bright personality.

FANTASTIC COMPANY BENEFITS:

You will have access to a benefits package we believe truly works for our people and enhances our overall culture...

1. Friendly, people-focused team.
2. Discounted hotel room rates for you and your friends & family.
3. Full training provided.
4. Extra days holiday for your birthday.
5. Flexible working arrangements.
6. Pension.
7. Free Car Parking when on duty.
8. Access to discounted travel and High Street discounts from various retailers.
9. Complimentary meals when on duty.
10. Cycle to work scheme.
11. Access to Healthcare Insurance.
12. Free Gym Membership.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We accept and celebrate our team for who they are and welcome people of all races, disabilities, sex, gender identities and reassignment, sexual orientation, ages, pregnancy and maternity, religion or belief, and marriage and civil partnerships.