Front Office Manager

Hilton Grand Vacations; United Kingdom; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading vacation ownership company in the UK is seeking a Front Office Manager. The role involves managing guest relations to ensure high service standards and leading the Front Office Team. Candidates should have supervisory experience, strong organizational skills, and a commitment to exceptional customer service. If you enjoy creating memorable guest experiences while collaborating with others, this might be the ideal position for you.

Qualifications

• Previous supervisory experience in the hotel/leisure/retail sector.
• High level of IT proficiency.
• Strong organisational and analytic skills.
• Experience of managing people and developing people.
• Excellent communication skills.
• Commitment to high customer service.

Responsibilities

• Ensure all pre-arrival information is produced and shared.
• Provide Duty Manager cover when necessary.
• Respond and analyze guest feedback.
• Recruit and train the Front Office Team.
• Conduct safety checks and manage health standards.

Skills

Supervisory experience in Front Office

High level of IT proficiency

Strong organisational skills

Attention to detail

Sales capabilities

Excellent leadership skills

Interpersonal skills

Ability to work under pressure

Team player

Job description

As a Front Office Manager, you will be responsible for ensuring that all arriving guests are greeted to Hilton Grand Vacations brand standards. Consistently delivering a high standard of service to enhance the owners and guests stay and experience.

Your role is to lead the team in delivering a wonderful pre arrival and welcome to the resort. Sharing a passion for delighting guests, paying attention to the things which make their stay special and supporting the front desk & night teams to excel and deliver meaningful memories.

You will lead and manage the Front Office to maintain a high standard of Customer Service to all guests and a wonderful Owner welcome, maintaining good communication and working relationships with all other departments.

Responsibilities

• Ensuring all pre arrival information is produced and distributed to guests and the relevant departments, in accordance with brand standards.
• Provide Duty Manager cover as the business dictates however this role is hands on, guest facing and so a genuine sense of arrival will be your remit.
• Responding to and analysing guest responses received via internal systems, Qualtrics, Trip Advisor etc and where appropriate discuss/share solutions to issues with other departments.
• Ensuring all guests have been fully communicated with prior to arrival and that their details have been correctly entered into Clarity.
• Recruit, manage, train, and develop the Front Office Team. Conduct appraisal interviews, roster departmental staff to meet business demands, monitor the appearance, standards and performance of the team and manage holidays and absence.
• Support the Sustainability Ambassador in achieving our ESG Goals.
• Completion of departmental Fire and H&S checks and carry out all duties in a safe manner having regard to the health and safety and welfare of self, other members of staff, guests and other persons on the premises.

Qualifications

• Previous supervisory experience in Front Office within the hotel/leisure/retail sector.
• High level of IT proficiency.
• Strong organisational and analytic skills and attention to detail.
• High level of commercial awareness and sales capabilities.
• Experience of managing people and developing people.
• Previous experience of managing a department.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering a high level of customer service.
• Ability to work under pressure.
• Excellent grooming standards.
• Someone who is a Team Player– Collaborative, Flexible, Fun and Dynamic.

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfil this role successfully, you must possess the following minimum qualifications and experience.