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Front Office Manager

Country: UK

City: London

Hotel/Office/Restaurant: Park Plaza London Park Royal

Department: Reception

Type of employment: Full-time

Level: Department Head

Date posted: 12/04/2019

Closing date: 09/10/2019

This vacancy has now expired.

Love providing great service and being part of uplifting moments? Take the next step in your career with Park Plaza as the Front Office Manager at Park Plaza Park Royal. Park Plaza is the ideal location for you to develop your talents as a Night Manager and shine in a collaborative team environment.

Description of the Company:

At Park Plaza we love to celebrate the individual. We believe every one of our team members has a contribution to make and personal touch to share with our guests and colleagues. We’re always striving for excellence and know that as we invest in our team members, they’ll invest in us. For an engaging work environment where the little things are celebrated along with the major milestones, you’ve come to the right place.

Main role and objectives:

As the Front Office Manager, you will be responsible for recruiting, training and inspiring a passionate night team to deliver an inspirational guest experience. You will work in a modern and prestigious environment where professional development is nurtured and great service is rewarded.

Your responsibilities:

  • Main objective

    The Front Office Manager oversees and coordinates front of house operations which include Guest Services, Concierge, Reception, Nights, and Guest Relations departments. The Front Office Manager is responsible for leading the Front of House (FOH) team, driving guest satisfaction, maximizing revenue and cost control within all FOH departments.

    Main tasks and responsibilities

  • To manage the Reception Department and provide the strategy and direction required ensuring that the departmental objectives are met; this will include the formulating of 90 day plans and projects/tasks that have been assigned by the General/Operations Manager.
  • Ensure smooth running of FOH departments on a day to day basis with effective communication within and between departments
  • Actively champion and promote guest satisfaction as measured in Medallia
  • Ensure effective management of payroll costs for FOH departments, in line with budget
  • To ensure that the company Brand Standards are observed, trained, focused and assessed throughout the year
  • To have an active role in the promotion of Learning and Development in the department, to support Coach and Inspirator initiatives, ensuring training activities are carried out and recorded
  • Identify top performers and team members with the greatest potential and ensure that they have a targeted development plan to combine with succession planning, with the aim of having them ready for the next stage of their development when the opportunity arises
  • Set and agree departmental objectives in line with hotel objectives and balance scorecard, and communicate these through the 90 day plans, ensuring all targets are met within the agreed timescales
  • Actively drive upselling within the FOH departments, and alongside the reservations department, by supporting the team, monitoring results and setting targets
  • Oversee the Recruitment process for the departments, driving the efficient replacement of departing team members, and work to establish a ‘talent bank’ to ensure a rolling recruitment strategy to drive down the ‘time to recruit’ statistics for the department
  • Promote team member engagement, in line with Climate Analysis measures
  • Implement company policies and procedures with the support of HR, where necessary and in line with Company standards.
  • Oversee the Valet team and operation where necessary
  • Ensure management presence and peak times to support the team and liaise with guests
  • Understand actions required in case of a crisis, such as an evacuation, and ensure business continuity for FOH departments
  • Oversee departmental adherence to all cash handling and credit procedures, investigating any discrepancies and reporting these in accordance with the company SOPs
  • Foster close relationships with all hotel departments, especially Housekeeping to maintain an operational efficiency during peak periods.
  • Full operational knowledge of all Reception procedures and Opera. This is to ensure the Front Office Manager is able to lead by example and support the department operationally during peak periods and/or challenging staffing levels.
  • Reviewing constantly with all direct report managers to ensure all operational tasks are being dealt with efficiently and in a professional manner and that all work is undertaken in compliance with all Standard Operating Procedures, Legislation and Codes of Practice.
  • Actively champion and promote guest satisfaction as measured in Medallia. Share results and feedback regularly with the department and identify opportunities to improve scores.
  • Ensure that all training needs are identified and appropriate measures are in place to develop the Front Office team. Performance appraisals are carried out as per Company guidelines and discussed with the Operations Manager and HR Manager.
  • Monitor that rosters are appropriate for the requirements of the operations of the department.
  • Cash Handling Procedures and cashiering standards must be adhered to. Front Office Manager must ensure all discrepancies are investigated in accordance to the company SOPs and, where required further action taken.
  • Ensure that departmental meetings occur on regular basis and cover appropriate topics to ensure the team is driving forward with the department/hotel strategy.
  • Assist in any emergency and evacuation procedures in line with the hotel emergency plans.
  • To ensure all Company health and safety requirements are met consistently and that the Front Office team is aware of their obligations. It is the responsibility of the Front Office Manager to ensure our team members and guests are in a safe environment at all times.
  • Oversee the departmental Health and Safety records, ensuring all documentation is in date, and that all team members are fully conversant in all aspects of the H&S requirements

What we are looking for:

  • Excellent (inter)personal and presentation skills
  • Knowledge and experience in using OPERA
  • Previous management experience within Front Office
  • Experience in supervising a large team
  • A person who easily connects with other persons and can live up to our mission statement: Inspiring our guests through individuality and passion! 
  • Ability to engage and confidence in dealing with guests
  • Is able to build and maintain relationships with internal and external guests
  • Who is passionate about exceeding guest expectations
  • Pro-active
  • Positive and energetic person
  • Customer facing experience
  • Be organized and motivated
  • Possess a good command of English and have excellent communication skills, both written and verbal
  • Able to work in a fast paced working environment and remain calm under pressure

Park Plaza isn’t just a great place to work - it’s a great place to take your career to the next level! We love seeing our team members fulfill their potential and always work together to achieve more with our learning & development offering, enhanced training and competitive salary and benefits.  

You’ll also be invited to an “Inspiring Stay” in your hotel, so that you can live the experience and you will also benefit from our Employee and Friends & Family rates available in all Park Plaza and Radisson Hotel Group hotels worldwide!

From the everyday uplifting moments to huge achievements and everything in between, we’re there every step of the way. Park Plaza. Be part of it.

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