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Front Office

Smart? Approachable? Flexible? Then making the right impression could be the right career for you…

First - and last - impressions count and you’ll be responsible for helping us make the very best possible. Front office (or front of house) staff are often the first people guests meet. You might be checking people in, dealing with questions or complaints, so you’ll need to be friendly, flexible and happy to help. People like you make a hotel service memorable for all the right reasons.

Provided by Springboard UK

Job Purpose

Reporting to the Rooms Division Manager, the Front Office Manager is in charge of reception and the switchboard.

To be responsible for welcoming guests and handling any complaints. In doing so, he or she:

  • Supervises reservations and the allocation of bedrooms with the Executive Housekeeper
  • Monitors the customer accounts and till accounts
  • Applies and ensures the application of the sales strategy to maximise occupancy and average room price
  • Co-ordinates the reception team, organising its work and schedules

Key Responsibilities

  • To monitor the quality of welcome extended to guests
  • To recruit, train and motivate the members of the his or her team
  • To ensure that all hotel standards and procedures are applied
  • To manage daily billing and payments

Entry Requirements

Skills

  • Use of Windows
  • The ability to train and motivate a team
  • The ability to be available to work nights, weekends or public holidays
  • Sales ability
  • Hospitality
  • Adaptability: coping with the diversity of customers and their needs
  • Self-sufficiency
  • Self-control: handling complaints
  • Good relationship skills
  • Team leadership
  • Good memory: remembering guests
  • Taking the initiative
  • Discretion

Qualifications

  • From A-levels to 2 years’ further education to HND standard or similar in Hotel or Tourism studies
  • 4 years’ experience of reception
  • Fluency in a second language is an advantage
  • Good general level of education
  • Significant experience of Fidelio (reservations system)

 

Job Purpose

To organise the reservations system and take responsibility for the quality of the service it provides, whilst maximising occupancy rates and average revenue per room.

Key Responsibilities

  • To ensure that all telephone, fax and Internet enquiries received from customers are handled to a high quality standard
  • To ensure that customers are offered high quality services and a high quality service
  • To ensure the continuation of the resources supplied for his or her use
  • To ensure that the brand standards are applied

Entry Requirements

Skills

  • Using the Windows and Tars on-line environment
  • Self-control
  • Thoroughness
  • Organisation
  • Readiness to take the initiative

Qualifications

  • From A-levels (Technology) to HND or similar
  • 2 to 5 years’ experience in a hotel environment
  • Good general level of education
  • Fluency in a second language is an advantage
  • Significant experience of Fidelio (reservations systems)

 

Job Purpose

To approve invoices, write the day’s statistical and accounting report for the management team and prepare the documents required by the morning team

Key Responsibilities

  • To take responsibility for the hotel after the daytime management team has left
  • To manage the till and bill payments as well as closing the day’s Front Office transactions
  • To ensure the safety of guests: he or she takes all urgent decisions (walks, fire procedures, etc.)
  • To ensure that guests receive high quality service

Entry Requirements

Skills

  • Night working
  • Understanding how to manage priorities
  • Use of the Windows environment
  • Sales ability
  • Hospitality
  • Adaptability: coping with the diversity of customers and their needs
  • Self-sufficiency: usually working alone
  • Self-control: handling complaints
  • Good relationship skills

Qualifications

  • 2 years’ further education to BTS (Vocational Training Certificate) standard or similar
  • Beginner or with basic experience in a customer contact job
  • Fluency in a second language is an advantage

 

Job Purpose

To be responsible for the stays of guests in the hotel. He or she maintains the guest folder from arrival to payment on departure.

Key Responsibilities

  • To welcome guests
  • To ensure that guests receive high quality service
  • To promote loyalty amongst a broad range of customers
  • To manage a till

Entry Requirements

Skills

  • Team working
  • Using the Windows environment
  • Sales ability
  • Hospitality
  • Adaptability: coping with the diversity of customers and their needs
  • Availability: working nights, weekends and public holidays
  • Self-control: handling complaints
  • Good relationship skills

Qualifications

  • From CAP (City & Guilds) to NVQ3 (Vocational Training Certificate) in Hotel/Food and Beverage studies, or 2 years’ further education (Ordinary degree in languages or service industry studies, or similar)
  • Previous experience in Reception
  • Must be fluent in English and a good level of French
  • Experience of Fidelio (reservations systems)

 

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