Front Office Manager, Bristol

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Company: Holiday Inn Bristol Airport

Location: Bristol, England

Job Description:

Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company’s current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean.

An excellent opportunity has arisen for an experienced Front Office Manager at our Holiday Inn in Bristol Airport. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience.

This role is very hands’ on and you will be required to oversee the running of the Front Office operation of the hotel (This includes Reception, Concierge and Nights Team), providing support to the whole team, you’ll be vital in driving our standards forward and implementing changes to assist in providing true hospitality for our guests whilst increasing our profit growth.

• Discounted Hotel Rooms at 5000+ IHG Hotels worldwide. With 50% off Food and Beverage Services
• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts on the leading high street retailers
• Complimentary Meals on duty
• Employee of the Month and Employee of the Year celebrations
• Recommend a friend scheme
• Excellent Training & Development

What will your key responsibilities and duties be:

• To manage and guide our Front Office Department to ensure the smooth delivery of services daily, providing effective leadership and training to meet business requirements and our company objectives;
• Ensure that our guests receive a high level of personal attention during the check in and check out process, and any other interaction that our Front Office Team may have with our guests.
• Attention to detail in relation to financial awareness such as accurate billing, credit facilities and a smooth night audit process.
• Able to maintain our brand standards in relation to Service, Accounting and our Loyalty programme
• To cover duty management shifts in the absence of other Head of Departments.
• To recruit, engage and retain our colleagues through effective performance management, and to assist with the daily admin according to company policy and procedures.

How will you achieve this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every Team Member throughout our brand of hotels. Each hotel delivers True Hospitality in their own way, making them unique. At the heart of it is our key core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with our guests
• True Confidence: having the knowledge and skills to perform your role, and giving our guests the confidence that they can trust you, to help and support them during their stay
• True Listening:focusing on what our guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing our guests with what they need, and doing so in a timely and caring manner

What we are looking for:

• Previous management experience as a Front Office/Reception Manager, Assistant Front Office Manager or any other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office. An experienced Guest Service Manager from a full-service hotel may also be considered.
• Experience in creating training process, delivering training and maintaining training record is essential for this role;
• Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and managers, and able to motivate your team under pressure;
• Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail;
• Willing to work a flexible schedule including evenings, weekends and bank holidays;

We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.

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