Job Assistant Front Office Manager, Birmingham

Job Description

Main Responsibilities

Customer Relations

• Develops close relationships with guests throughout their stay with the aim of gaining their loyalty.
• Anticipates guests' needs and takes them into consideration.
• Handles guest complaints if they have not been addressed by team members and provides a prompt resolution.
• Conveys the hotel's image and ethos effectively.

Professional Techniques / Production

• Ensures that the hotel's pricing policy is correctly implemented (price value, start and end of price validity).
• Keeps the database up-to-date and accurate.
• Ensures guest documentation and information are readily available and current.
• Ensures that the directory and e-directory information is clear and up-to-date.
• Establishes rules and processes governing overbooking and room reallocation.
• Ensures internal audit procedures are correctly followed.

Talent and Culture Responsibilities

• Establishes ongoing On-the-Job Training programmes to meet brand and service standards.
• Conducts induction programmes for new team members during their first week of employment, following guidelines.
• Ensures that all team members under your supervision perform their duties in line with brand and service standards, as outlined in procedure manuals.
• Communicates openly with team members, ensuring regular briefings are conducted and relevant information is shared.
• Builds a team culture based on trust and accountability, working towards shared hotel goals.
• Ensures staff presentation adheres to the Hotel Staff Handbook, with uniforms correctly worn and name badges displayed.
• Achieves effective communication through staff briefings, debriefings, regular departmental meetings, and active collaboration with other hotel departments.
• Ensures all staff under direct supervision are managed in line with the relevant employment legislation.
• Completes the employee departmental induction programme within four weeks.

Commercial / Sales

• Trains the team to utilise effective sales techniques to meet SITC targets.
• Promotes the brand and Group's loyalty programme to guests.

Management and Administration

• Ensures invoicing and cash handling procedures are adhered to.
• Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc.).

Hygiene / Personal Safety / Environment

• Ensures compliance with hygiene, safety, and environmental regulations.
• Implements and enforces hotel security policies (e.g., fire safety procedures).
• Promotes and ensures adherence to the hotel's "Environment Charter" (e.g., energy saving, recycling, waste management).
• Ensures the security of people and property in the areas under your supervision.