Front of House Manager (Reception and Nights)

Mercure Hotels; Washington; On-site; GBP 32,000 - 42,000; 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, UK, is seeking a Front of House Manager. You will lead the Reception and Nights Teams, drive guest satisfaction and operational results, and represent the brand with passion.

The ideal candidate has proven leadership in a hotel reception environment, can motivate and delegate, and will champion brand standards, guest relations, and collaborative teamwork.

Qualifications

• Experience leading a hotel reception or similar team.
• Ability to develop self and others and build skills.
• Strong relationship builder with stakeholders.
• Strategic thinker with clear communication.
• Proven leader capable of inspiring teams and driving results.
• Strong business acumen with KPI delivery.

Responsibilities

• Lead the Reception and Nights Teams to deliver exceptional service.
• Ensure guest expectations are met from booking through checkout.
• Own and improve guest relations by addressing feedback through the Duty Managers and departments.
• Attend daily/weekly management meetings and generate guest service index reports.
• Promote brand standards and ensure compliance with operating controls.
• Foster employee engagement and an inclusive team environment.
• Build relationships within the local community and with hotel stakeholders.

Skills

Leadership

Customer service

Communication

Team management

Brand standards

Job description

Company Description

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.

Job Description

Front of House Manager

Salary: Competitive

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 free meals on duty, access to a pension scheme and hotel discounts worldwide.

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.

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.

Additional Information

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.