Front of House Manager (Reception and Nights)

MERCURE; Washington; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

free meals on duty

pension scheme

hotel discounts worldwide

Job summary

Mercure Newcastle George Washington Hotel Golf and Spa in Washington, United Kingdom, is seeking a Front of House Manager to lead the Reception and Nights teams and ensure outstanding guest service.

The successful candidate will have prior leadership experience in hotel reception, drive guest satisfaction, manage performance, and collaborate with senior management to deliver on KPIs within a busy hospitality environment.

Qualifications

• Previous experience in a leadership role within a similar hotel brand.
• Passionate to grow and develop self and others.
• Strong relator with ability to build relationships.
• Strategic, creative and able to communicate effectively.
• A proven leader who is able to inspire others.
• Strong business acumen and demonstrated success in driving the commercial performance of the business and delivering on KPIs.

Responsibilities

• Lead the Front of House team across Reception and Nights to deliver outstanding guest service.
• Ensure guest expectations are exceeded from booking through to checkout.
• Develop and coach Receptionists, Nights Teams and Supervisors for performance.
• Act as Guest Relations Manager, handling complaints after informal stages and monitoring feedback.
• Review online reviews and coordinate with department heads to resolve issues.
• Participate in daily/weekly management meetings and generate guest service index reports.

Skills

Leadership

Customer service

Team management

Communication

Strategic thinking

People development

Job description

Front of House Manager (Reception and Nights)

• Full-time


• Job-Category: Rooms


• Job Type: Permanent


• Job Schedule: Full-Time

The Mercure Newcastle George Washington Hotel Golf and Spa is an independently owned hotel, golf and leisure complex located on the outskirts of Newcastle upon Tyne and Sunderland. The Washington-based hotel offers a convenient location for visitors to the Tyne and Wear region with easy access to the major road network and within 15 minutes of Newcastle upon Tyne, Sunderland and Durham.

We need people like you. Reliable people who speak with a smile and deliver a warm welcome. At The Mercure Newcastle George Washington Hotel, we respect our staff for what they are: individuals and team players whose skills make us one of the world’s top companies. Flexibility is key to our business culture and we aim to help everyone get the work/life balance right.

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Front of House Manager

Be an ambassador of the brand and the property as Front of House Manager, where your leadership, strong interpersonal skills and strategic vision will drive an engaged team, guest satisfaction and operating results.

We are looking for an inspiring Front of House Manager who will lead our Reception and Nights Teams. The ideal candidate will have management experience within a hotel Reception team or similar, being able to motivate, delegate tasks and effectively manage a team. Customer service will be at the forefront of all tasks undertaken within the role with guest expectations consistently being exceeded.

The Front of House Manager will ensure:

• Guest expectations are exceeded from the booking process through to check out


• Continual development of the Receptionists, Nights Teams and the Reception Supervisor


• Attention to details in every task undertaken


• Act as Guest Relations Manager - the main referral point for complaints after the informal stage with our Duty Managers, and responsible for inspiring excellent guest service scores, reporting on and responding to feedback reviews.


• Review and respond to guest online feedback and reviews, highlighting any issues to the relevant department head and senior management


• Attendance in daily and weekly management meetings and generate guest service index reports for the Deputy General Manager


• Promote the brand and ensure all brand essentials and standards are in place and executed consistently.


• Ensure full compliance with operating controls and legislation when on duty.


• Champion employee engagement and promote a collaborative and inclusive environment where all employees are encouraged to provide input.


• Develop relationships within the local community.

What is in it for you:

In return we will give you the following benefits:

• free meals on duty


• access to a pension scheme


• hotel discounts worldwide

Your experience and skills include:

• Previous experience in a leadership role within a similar hotel brand


• Passionate to grow and develop self and others


• Strong relator with ability to build relationships


• Strategic, creative and able to communicate effectively


• A proven leader who is able to inspire others


• Strong business acumen and demonstrated success in driving the commercial performance of the business and delivering on KPIs.

You will live the brand by:

• Creating and nurturing local experiences for all our guests.


• Fostering awareness of the range of services available in the property.


• Engage the team in unique activities to network wider than their own departments.

Your team and working environment:

Leading a team of eight at varying levels of personal development and ambition. This team is the most critical in ensuring the best experience for our overnight guests and the Front of House Manager role is part of the senior leadership to build the reputation of the entire business.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.