Front Office Assistant Manager

Voco Leicester; England; On-site; GBP 25,000 - 32,000; Full time

Job summary

A leading hotel chain in the United Kingdom is seeking an Assistant Front Office Manager. In this role, you will support the Front Office Manager in managing front desk activities while ensuring outstanding guest experiences. Ideal candidates should have proven leadership skills, a passion for customer service, and the ability to work under pressure. The role offers a vibrant work environment and various employee benefits including discounts and career development opportunities.

Benefits

Employee discounts at hotels

50% off food and beverage

Attractive retail discounts

Employee Assistance Line

Annual Conference Event

Apprenticeships

Career development opportunities

Qualifications

• Previous experience in a fast-paced, customer-facing role.
• Proven ability to anticipate guest needs.
• Comfortable using MS Office and other technology.

Responsibilities

• Support Front Office Manager in managing front desk activities.
• Drive sales opportunities and maximize revenue.
• Supervise front desk team during Front Office Manager's absence.

Skills

Leadership experience

Customer service abilities

Interpersonal skills

Attention to detail

Tech-savvy

Job description

We know that, somehow, you’re able to anticipate what your guests want before they even know they want it. We also know how tough it is to consistently deliver an outstanding guest experience whilst managing a busy reception, but you make it happen nonetheless, and you somehow never forget those extra touches because it’s all about the details. I guess you’re the kind of person that embraces change as opposed to being scared of it.

What you’ll be doing as an Assistant Front Office Manager

• Support the Front Office Manager in managing front desk activities, including reception and reservations.
• Constantly want to find innovative ways to put a smile on your customer’s face – that’s where embracing change comes in! An upgrade for one of your regulars who have stayed with you five times in the last month and well, why wouldn’t we want to go above and beyond?
• Living and breathing outstanding service, instilling trust in your reception and reservations teams to commit to an outstanding guest experience
• Driving sales opportunities and maximising revenue and occupancy levels
• Supporting the team to consistently meet all brand requirements
• Championing the loyalty reward club, driving member recognition and enrolments
• Keeping up to date with competitor hotels and the local market and seeking new business.
• Ensuring that every guest experiences a safe and pleasant visit, exceeding all expectations
• Address guest enquiries, concerns, and complaints in a prompt and courteous manner.
• Step in to supervise the front desk team in the absence of the Front Office Manager.

What’ll make you a great fit for this Front Office Manager role

• It doesn’t matter where you’ve gained your supervisory experience, as long as you have proven leadership experience and incredible customer service abilities
• You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
• Forward-thinking and innovative
• Financially and commercially astute
• You’ll love people – and as a result, have great interpersonal and communication skills
• Details? You love them! You’ll be incredibly attentive with guests as a result
• Flexible and able to remain focused on results under pressure and to challenging deadlines
• Self-motivated and confident
• Hard-working but FUN!

Benefits?

• Our rewards package includes:?
• Complementary Employee, Family and Friends discounts in hotels across the Kew Green Hotels portfolio and at partner hotels worldwide!?
• 50% off food and beverage while you stay in our hotels?
• Attractive discounts across many major retailers, restaurants, and events??
• 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice?
• Annual Conference Event and Awards??
• Apprenticeships??
• Robust career development opportunities and support for personal growth?

What you’ll bring to the team?

Ideally, you will have some previous experience in a fast-paced, customer facing role and passion for outstanding Customer Service. Due to the nature of the role the ability to anticipate guests needs is highly desirable. You will also be comfortable using a range of technology, including MS Office.?

At Kew Green Hotels, we encourage applications from individuals of all backgrounds and abilities. We aim to create an inclusive workplace for everyone. Should you require any reasonable adjustments throughout the recruitment process, please make sure to complete the relevant application questions, or contact [e-mail] if you have any questions. We are committed to supporting any adjustments you may need.