Assistant Front Office Manager

The Imperial London Hotels Limited; Greater London; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

28 days holiday pro-rata

Free meals on duty

Uniform & dry-cleaning

Workplace pension scheme

Refer a Friend scheme

Employee recognition

Employee awards

Social events

Season Ticket/Travelcard loan

Hotel discounts for staff and families

Restaurant discounts

Gym discounts

Nursery scheme

Mental health support

Employee Assistance Programme

Job summary

Bedford Hotel in London is seeking an Assistant Front Office Manager to lead the front office team and support the Front Office Manager in delivering exceptional guest experiences. You will oversee shifts, foster professional development, and ensure service standards meet KPI targets.

You will bring at least 2 years of Front Office Duty Manager experience, strong leadership and communication skills, and a solid understanding of revenue management.

Qualifications

• 2 years of experience as Front Office Duty Manager in hotel industry.
• Passion for hospitality and creating memorable experiences for others.
• Commercially focused with understanding of revenue management.
• Experience with budgets, P&L and forecasting would be advantageous.
• Personable with excellent communication skills and guest relations.
• Natural leader with ability to motivate and develop a team.
• Proficient with Microsoft Office and Opera reservation system.

Responsibilities

• Support the Front Office Manager in delivering quality of service and operational targets.
• Handle guest complaints promptly and resolve to guest satisfaction.
• Establish guest satisfaction data and develop improvement plans.
• Recruit and onboard Front Office and other front-of-house team members, building a culture of development.

Skills

Leadership

Communication skills

Team management

Organisation

Adaptability

Tools

Microsoft Office

Opera (Reservation System)

Job description

Role: Assistant Front Office Manager at Bedford Hotel

Hours: 44 - 4 days on / 4 days off weekly rota

We are now recruiting an Assistant Front Office Manager at Bedford Hotel. Nestled in the heart of London, Bloomsbury. Our Bedford Hotel with 184 rooms. It’s a magical place to be, offering a ground-floor restaurant bar, a secret garden and two naturally designed event spaces.

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

• 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.
• Confidently handle any guest complaints in a timely manner and ensure that suitable solutions are reached to satisfaction of our guests.
• Establish guest satisfaction data and develops improvement plans to address service shortfalls in service quality and /or delivery standards.
• 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

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

What You Will Get In Return

• 28 Days Holiday pro-rata increasing with length of service up to 33 days
• Free meals on duty
• Uniform & dry-cleaning
• Workplace pension scheme
• £300 Refer a Friend Scheme
• Employee recognition
• Employee awards
• Social events
• Interest-free Season Ticket Loan / Travelcard Loan
• 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability)
• Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets
• Early Pay - Instantly access a portion of the pay you’ve already earned
• Shopping discounts across several high-street brands and online retailers (via Each Person)
• Nursery Scheme via Each Person (subject to eligibility)
• Mental health first aiders support & well-being
• Employee Assistance Programme- Supported by Hospitality Action

About Us

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.