Front Office Manager

Apex Hotels; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

Apex Hotels is seeking a Front Office Manager to lead the Guest Services Team and enhance the customer journey. This vital role includes strategic decision-making and departmental management. A vibrant workplace culture encourages personal input and provides competitive benefits, ensuring a fulfilling career path.

Benefits

35 days holiday

Training and development from day one

Employee events and celebrations

In-house company communication APP

Access to gym and pools

Healthy meals during work

Employee Assistance Programme

Financial Wellbeing App for early payments

£200 referral bonus

Discounted room rates and spa treatments

Qualifications

• Strong focus on enhancing the customer journey with clear communication skills.
• Ability to adapt and manage resources effectively.
• Understanding of Health and Safety requirements.

Responsibilities

• Overseeing the customer journey from arrival to departure.
• Implementing strategies for customer service excellence.
• Managing departmental budgets and payroll costs.

Skills

Customer centric

Clear communication

Adaptability

Resource management

Health and Safety knowledge

Coaching

Job description

Why Join Apex Hotels ?

You will receive a warm welcome into the Apex family on joining us as a Front Office Manager. We genuinely care about our guests and each other and we show this through our family values of Trust, Passion, Friendliness and Teamwork. It is these values that support you to be yourself here at Apex Hotels. By bringing your own personality, passion, and ideas to the role, you will Lead and Manage an innovative and supportive Guest Services Team. We believe it is our personality, style and friendliness that makes Apex Hotels.

Role Overview:

As Front Office Manager you will impact and influence key decisions and strategies within the business. As part of the senior leadership team, this highly visible role will be responsible for overseeing and coordinating the customer journey from arrival through departure and all in stay requirements. Working closely with the General Manager and Operations Manager this position will be expected to lead on the implementation and execution of all front office customer delivery strategies.

You will embrace every opportunity to create extra special moments for our guests to provide a personal experience our guests will want to share.

Main Responsibilities:

• Developing and implementing departmental strategies that will grow customer performance and excellence delivery
• High visibility during key guest demand periods delivering a total lobby experience
• Delivery of monthly Net Promoter and Guest Review Index arrival/in stay/departure targets
• Ownership of the full arrival/in stay/post stay services feedback
• Ownership and measurement of customer preferences profiling in the PMS
• Delivery of over 90% completed Management response on Review Pro
• Responsible for creation, management, and fulfilment of departmental budgets
• Delivery of suggestive upselling training forming part of guest value proposition
• Hosting of weekly and monthly strategy meetings with operational teams and General Manager reviewing key metrics and performance indicators
• Daily / weekly payroll cost analysis in accordance with forecasted and materialised occupancies to ensure optimal performance and immediate overspend correction
• To consistently conduct time in motion studies across all Front office functions in accordance with technology and process adoption identifying incremental efficiencies
• Development of a multi skilled guest services team that can work across the whole of the front of house (including appropriate F&B) to deliver payroll flexibility with minimal hierarchy
• Proactively work with Recruitment and Engagement in supporting local apprenticeships
• Implement the ‘giving something back’ initiative developed through the company charter

About you:

We love to welcome people with different experiences and from different places into our Apex family. We want to ensure you get the best experience from the role you begin your journey with us in. To excel within this role, you will have:

• Customer centric driven with a clear focus and ability to enhance the customer journey
• Clear and influencing communicator with the ability to interact across all levels
• Ability to adapt and drive a continuous growth and transformational mindse
• Identifies and manages best resources to achieve targets
• A strong understanding of related Health and Safety requirements
• Coaching, supporting and challenging approach to deliver operational targets

You will work with great people, enjoy your time at work, develop new friendships, networks, and skills, and of course you will also receive a competitive rate of pay and a generous range of employee benefits which includes:

• 35 days holiday
• Training and development from day one
• Employee events and celebrations
• Inhouse company interactive employee communication APP
• Entry to our state-of-the-art gym and pools
• Healthy meals to enjoy while you're working.
• Access to an external Employee Assistance Programme
• Financial Wellbeing App Wagestream, allowing you the flexibility to get paid earlier than your normal monthly pay date.
• £200 referral bonus when your friends or family join the team.

Following your first successful 3 months, you’ll also receive ……

• Access to our discounts and wellbeing platform “Treat Yourself Here”, unlocking savings and experiences for you and your family.
• Involvement in our employee of the quarter and annual recognition schemes
• Long service recognition
• Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two
• 50% discount in our restaurants
• Cycle to Work Scheme
• Discounted room rates for employees, friends, and family
• Spa treatments and product discounts
• Life Assurance cover

We encourage you to bring your true self to work. We’ll provide great training and development opportunities, allowing you to flourish in a fulfilling career, reaching your dreams and aspirations.Our family can never be too big, there’s a place here for you. We have one ask - that you bring your personality, ideas, and spark. We’re an innovative, thriving business and we want you to be part of our exciting journey.

If you are interested, click apply. We look forward to hearing from you!