Assistant Front Office Manager.


The Exciting Opportunity

The Assistant Front Office Manager will ensure a seamless and consistent luxury guest experience which exceeds expectations at every stage of the guest journey at SCHLOSS Roxburghe. This leadership role is responsible for the daily operations of the reception team, including providing support and people management to the receptionists, supervisors, and the nights team. Working closely with the Front of House Manager, you will actively support and assist them with inspiring the team to create unique experiences for our guests and assume responsibility of the department in their absence. The ideal candidate will enjoy the challenges of coordinating a team whist leading with a smile in this guest centric role.

Your Key Responsibilities.

You will ensure that every guest is provided with a warm welcome to the estate and hotel and ensure a consistent luxury and personalised guest experience

You are responsible for the supervision and daily management of the Reception team; including receptionists, reception supervisors and the nights team

Show your creativity and think outside of the box to engage and interact with our guests creating magical and memorable moments during the time at SCHLOSS Roxburghe

You will provide day to day leadership to your reception team, by leading, inspiring and motivating the team to deliver excellent customer service and exceed in their roles

You will be responsible for the discipline and people management of the team members, including providing regular feedback, performance reviews, and encourage personal progression

You will lead and take ownership of the reception upsell program to maximise room revenue

You will play an active role in the development of the team and contribute to ideas and initiatives to drive innovation and enhance the guest and colleague experience in the department

You will take ownership of publishing rotas and organising the teams holiday plans in cooperation with the Front of House Manager

You will oversee with the scheduling, time keeping and attendance for the department

Support the Front of House Manager with hiring new team members and the succession planning of the team

You will identify training needs and opportunities and train team members within the department in collaboration with the Front of House Manager

You will ensure quality standards are achieved consistently with all guest engagement and procedures in the department throughout the guest journey

Build guest loyalty through customer service excellence and repeat guests

You will meet targets for hotel performance KPI’s and guest satisfaction scores

Responsible for the overall presentation of the reception area and team, including ensuring the cleanliness and presentation of furniture, hall and outside areas and the grooming standards of the reception team

Ensure strong and effective communication and cooperation with the Housekeeping, F&B teams and all operational departments

Supports the Front of House Manager in completing all administrative work and assumes the duties and responsibilities of the Front of House Manager in their absence

Demonstrates flexibility with work patterns and recognises that operations must run 24 hours, 7 days a week, without interruption, including working evenings, weekends and possible takeover of night shifts

Displays a high level of confidentiality and discretion towards guests and colleagues
Manage guest recovery situations promptly and effectively

Takeover of manager on duty (MOD) responsibilities, when necessary (service recovery and fire panel alarms), to represent the management and assist with guest situations

What Are We Looking For?

You have a passion for delivering exceptional guest service

You are a positive person with the ability to inspire, motivate and train a team

You have excellent communication skills with the confidence and personality to build strong relationships across different levels

You are enthusiastic and can build genuine and trusting relationships with guests and colleagues

You like to show your creativity and think outside of the box with innovative ideas

You are confident in handling guest complaints

You use your initiative and take a practical approach to problem solving

Ability to multitask and work in a busy, fast paced and dynamic environment

You will have proficient knowledge of working with PMS and POS

You are proficient in Microsoft Office

Proven Experience/Qualifications:
Minimum of 2 years experience in Front Office role desirable

Experience in the hospitality industry is essential

Proven supervisory or management experience essential

Full, current and clean driving UK driver’s licence is essential

Proficient in the English language

The Bigger Picture

So, if you have the ambition to continuously improve, deliver results with excellence, show that you care and act with integrity then come and join us, this is just the job for you!

Submit your application.

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