Assistant Front Office Manager

21c Museum Hotels; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in hospitality seeks a supervisor to enhance customer relations and manage team dynamics at a prestigious hotel in Birmingham. This role involves establishing strong guest relationships, ensuring compliance with service standards, and leading staff training initiatives. Join us to make hospitality a rewarding experience for guests and team members alike.

Qualifications

• Previous supervisory or management experience required.

Responsibilities

• Develops close relationships with guests to gain loyalty.
• Ensures adherence to hotel security policies and hygiene regulations.
• Establishes ongoing training programs for team members.

Skills

Customer Relations

Team Management

Sales Techniques

Education

Supervisory or Management Experience

Job description

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

Main Responsibilities

Customer Relations

• Develops close relationships with guests throughout their stay with the aim of gaining their loyalty.
• Anticipates guests' needs and takes them into consideration.
• Handles guest complaints if they have not been addressed by team members and provides a prompt resolution.
• Conveys the hotel's image and ethos effectively.

Professional Techniques / Production

• Ensures that the hotel's pricing policy is correctly implemented (price value, start and end of price validity).
• Keeps the database up-to-date and accurate.
• Ensures guest documentation and information are readily available and current.
• Ensures that the directory and e-directory information is clear and up-to-date.
• Establishes rules and processes governing overbooking and room reallocation.
• Ensures internal audit procedures are correctly followed.

Talent and Culture Responsibilities

• Establishes ongoing On-the-Job Training programmes to meet brand and service standards.
• Conducts induction programmes for new team members during their first week of employment, following guidelines.
• Ensures that all team members under your supervision perform their duties in line with brand and service standards, as outlined in procedure manuals.
• Communicates openly with team members, ensuring regular briefings are conducted and relevant information is shared.
• Builds a team culture based on trust and accountability, working towards shared hotel goals.
• Ensures staff presentation adheres to the Hotel Staff Handbook, with uniforms correctly worn and name badges displayed.
• Achieves effective communication through staff briefings, debriefings, regular departmental meetings, and active collaboration with other hotel departments.
• Ensures all staff under direct supervision are managed in line with the relevant employment legislation.
• Completes the employee departmental induction programme within four weeks.

Commercial / Sales

• Trains the team to utilise effective sales techniques to meet SITC targets.
• Promotes the brand and Group's loyalty programme to guests.

Management and Administration

• Ensures invoicing and cash handling procedures are adhered to.
• Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc.).

Hygiene / Personal Safety / Environment

• Ensures compliance with hygiene, safety, and environmental regulations.
• Implements and enforces hotel security policies (e.g., fire safety procedures).
• Promotes and ensures adherence to the hotel's "Environment Charter" (e.g., energy saving, recycling, waste management).
• Ensures the security of people and property in the areas under your supervision.

Qualifications

Previous supervisory or management experience required.

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent