Reporting to the Deputy General Manager, the role will ensure the smooth and efficient running of the front office, having a strong focus on performance and business efficiency.  This customer facing role will ensure the team  delivers excellent customer service and that guests have the best experience.
 
Duties & Responsibilities:

• Maintain guest satisfaction by ensuring exceptional service standards are met consistently 
• Ensure guest requests are consistently met
• Deal with guest concerns promptly
• Maximise revenue by cross-selling and up-selling targets
• Recruit, train, and mentor team members to enhance skills, knowledge and professionalism
• Provide a positive work environment that encourages teamwork, motivation and continuous improvement
• Participate in weekly meetings, prepare action plans and reports
• Complete appraisals and career progression plans with team, identifying a training needs analysis and succession pathway
• Analyse guest satisfaction data to identify trends and areas for improvement.
• Manage department resource needs and rostering through company online system

 
The Ideal Candidate:

• Degree in Hospitality Management, Business Administration or similar
• Minimum of 3 years experience in a similar role is essential, ideally at supervisory or managerial level
• Exceptional leadership and team-building skills, with the ability to inspire and motivate a diverse workforce
• Excellent communication, interpersonal, and problem-solving skills
• Proven track record of driving guest satisfaction and operational efficiency
• Strong organisational and multitasking skills, with the ability to work effectively under pressure
• Flexibility to work varying shifts and weekends
• Hands on approach, with ‘can do’ attitude
• Have a passion for their role within the Hotel and take pride their professional presentation
• Have a mature and pleasant manner for dealing with customers and team members
• Be capable of excellent up-selling of all areas of the Hotel from the front office

 
What We Can Offer You:

• Company funded educational programmes
• Opportunity for internal career growth, progression & promotion
• Advanced online training programs through company E-learning personal development platform
• Access to Employee Assistance & Digital Wellbeing Program and Mental Health First Aiders on site
• Recruitment bonus through our Refer a Friend scheme
• Excellent Employee Recognition Programme including Employee of the Quarter, long service awards, team recognition days and random treat days and Social Events to celebrate team success together
• Industry leading complimentary meals on duty and barista style coffee
• Attractive 20% Employee discount on bar & restaurant food
• Favourable Friends and Family discounted best available rates in Hotel group
• Bike To Work scheme
• Christmas savings club
• On-site parking
• Uniform provided