Front Of House Accommodation & Housekeeping Manager

Job Summary:

The Front of House Accommodation Reception and Housekeeping Manager is responsible for overseeing all guest-facing operations within the accommodation and housekeeping departments to ensure an exceptional guest experience at our prestigious estate. This role includes managing guest services, optimizing room occupancy, ensuring housekeeping standards, and maintaining a seamless operation in both areas. The ideal candidate will lead with a guest-centric approach, foster a high standard of hospitality, and uphold the estate’s reputation for luxury, service excellence, and attention to detail.

Key Responsibilities:

Front of House - Reception

1. Guest Relations: Ensure guests receive a warm welcome and provide a seamless check-in/check-out experience; handle special requests and VIP arrangements to enhance guest satisfaction.
2. Reservations Management: Oversee booking processes, manage room inventory, and ensure accurate information on rates, availability, and package offerings.
3. Concierge Services: Offer recommendations and facilitate arrangements for activities, dining, and local excursions, enhancing the guest experience and promoting estate services.
4. Billing and Financial Management: Supervise accurate billing and efficient payment processes; resolve any financial inquiries or disputes in a timely manner.
5. Communication: Serve as the main point of contact for guest inquiries and complaints, addressing issues promptly and professionally to uphold guest satisfaction.
6. Team Leadership: Train, supervise, and motivate front desk staff, ensuring they embody the estate’s values and provide consistent, top-tier service.
7. Standards and Procedures: Establish and enforce FOH standard operating procedures, ensuring compliance with company policies and maintaining operational efficiency.

Housekeeping Management

1. Quality Control: Oversee housekeeping operations to ensure high standards of cleanliness, presentation, and comfort in guest rooms and public areas.
2. Room Inspections: Conduct regular room and public area inspections to ensure compliance with luxury standards; address any discrepancies immediately.
3. Inventory Management: Manage supplies, linen, and cleaning product inventories to ensure availability while maintaining cost control; oversee budgeting for housekeeping materials.
4. Scheduling and Staffing: Develop effective staff schedules to meet operational needs, balancing occupancy rates with labour efficiency.
5. Training and Development: Train housekeeping staff on service standards, safety protocols, and efficient cleaning techniques to maintain consistency and quality.
6. Health and Safety Compliance: Ensure housekeeping adheres to health and safety regulations, including sanitation practices, safe handling of chemicals, and emergency procedures.

General

1. Interdepartmental Coordination: Collaborate with other departments, especially maintenance and F&B, to ensure a cohesive and seamless guest experience.
2. Reporting and Documentation: Maintain accurate records of occupancy, inventory levels, guest feedback, and housekeeping performance metrics; present reports to management as needed.
3. Budgeting: Monitor departmental expenses, assist in annual budgeting, and implement cost-effective strategies without compromising quality.
4. Innovation and Improvements: Continuously seek ways to improve guest services and operational efficiency; recommend and implement process improvements to enhance the guest experience.

Qualifications:

• Diploma or degree in Hospitality Management or a related field advantageous.
• 3-5 years of experience in a luxury hotel or estate environment, with at least 2 years in a managerial capacity.
• Strong leadership, organizational, and communication skills.
• Proficiency in property management software and Microsoft Office Suite.
• Commitment to exceptional guest service with a keen eye for detail.
• Ability to work flexible hours, including weekends and holidays, to meet operational requirements.
• Experience in working on Semper advantageous.

Key Competencies:

• Guest-Focused Approach: Understands the needs and expectations of high-end guests and strives to exceed them.
• Leadership: Motivates and leads a diverse team with professionalism, fostering a culture of respect and excellence.
• Problem Solving: Quickly identifies and resolves issues with calm and efficiency, maintaining service standards.
• Attention to Detail: Maintains high standards in cleanliness, presentation, and guest interactions, ensuring every aspect meets luxury expectations.