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We are seeking an enthusiastic, professional, motivated, and hardworking individual with a desire to provide excellent customer service. This is not an office-based position but requires leading from the lobby.

The role will be charged with leading and motivating the front office team to deliver outstanding levels of service to guests of the Hotel. Responsible for all front office functions and team. As a department leader, directs and works with managers and team to successfully execute all front office operations, including guest arrival and departure procedures.

1. Establish and implement standards, ensuring all services offered are of the highest 5* quality and all employees are trained in the delivery of same.
2. Set high standards of performance for self and others; assume responsibility and accountability for successfully completing assignments or tasks.
3. Identify and analyze operational challenges and facilitate the development of solutions to prevent reoccurrence.
4. Liaise with the accommodation and maintenance department daily to ensure that potential issues are dealt with in a controlled manner.
5. Develop and sustain productive customer relationships; actively seek information to understand and address customers' needs.
6. Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
7. Provide guidance and direction to team members, including setting performance standards and monitoring performance.
8. Manage staffing levels to ensure that guest service, operational needs, and financial objectives are met through forward planning.
9. Ensure compliance in relation to Health & Safety and statutory requirements.
10. Display leadership in guest hospitality, exemplifying excellent customer service and creating a positive atmosphere for guest relations.
11. Maintain a strong visible presence in the department.
12. Recruit, train, develop, and retain team members.

The ideal candidate must have:

1. Previous experience in a similar position within a 4* or 5* property.
2. Excellent attention to detail and the ability to motivate self and team.
3. Strong, professional communication skills are essential, both oral and written.
4. Previous experience in a high-volume property.
5. Fully competent in the property management system, HOTSOFT or similar PMS.
6. The ability to work under pressure, on their own initiative, and have a passion for the hospitality business.

• Career Development and Training
• Opportunities for advancement
• Staff Discounts on accommodation in our Sister Properties
• Complementary Health Club and Pool Membership
• Discounted Spa treatments & Products
• Complimentary Golf in Druids Heath
• Bike to work scheme & other commuter plans