Front Office Supervisor

The Metropole Hotel is seeking to recruit a Front Office Supervisor to join their team. If you have experience in a guest facing roles and love dealing with guests then this is the role for you.

COMMITMENT to the PASSIONATE PURSUIT OF PERFECTION: Every team member is expected to strive for the 'Passionate Pursuit of Perfection' to ensure that the hotel guest's comfort and satisfaction is catered for in a friendly, helpful, efficient and personalised manner.

• To receive welcome & register guests
• To ensure an excellent and personalised reception and switchboard service at all times
• To complete accurately all reception documentation

• Senior Supervisor with responsibilities of:
  • Guest Relations Co Ordination
  • Focus on Family Concierge service and ensuring the consistency of standards
  • Analysing arrivals – identifying VIPs, recognising regulars and ensuring profiles are most upto date (extremely important as we start the process of updating Guestline)
  • Supporting the FOM as they engage in strategic planning for room packages
  • Training
  • Supporting FOM to ensure that all FO team members are trained in PPP customer service
  • Reviewing and updating SOPs where needed with FOM
  • Overseeing the completion and communication of training plans, first day agendas etc.
• Revenue
  • Driving upselling and rooms revenue
  • Inclusion and action on rate variance reports to recognise gaps and assist in the resolution
  • Assist in the monitoring and settling of PM accounts outstanding

• Receive and register guests on arrival, using their names at all times adhering to laid down procedures e.g. SOP's
• Ensure all documentation relating to the registration and checking out of guests is as per Trigon Hotel Group standard operating procedures
• Ensure that any reservations are correctly handled in line with rate management and any other selling guidelines
• Maximise in-house selling whenever possible and maintain an awareness of all sales opportunities
• Be thoroughly familiar with all company selling procedures and promotions
• Correctly post all pay-in vouchers from all departments
• Record all cash received
• Ensure the security of all property and cash
• Receive and record guests' valuables for safety deposits and issue receipts
• Be aware of hotel room availability at all times
• Check and ensure the correctness of float
• Wear uniform provided by the company
• Maintain the highest level of personal and work cleanliness and hygiene
• Adhere to the company's Code of Conduct
• Ensure work areas are kept clean, safe and tidy at all times
• Control the security of company's stock and property
• Adhere to all regulations in respect of health and safety, hygiene, guest safety, fire regulations, emergency procedures etc
• Adhere to all regulations in respect of hotel policies and standards, i.e. mandates and food standards
• Carry out any reasonable request made by Management and hotel guests to the best of their ability
• Have a complete understanding of all aspects of computer operation, posting to accounts, daily business control and daily reports analysis
• Carry out the function of Reservations Coordinator if required
• Comply with any reasonable request by the Front Office Manager or Management
• Make themselves available for training and communication meetings for which advance notice will normally be given

• Competitive rate of pay
• Relocation Assistance
• Access to our Company Pension Scheme
• Death in Service Benefit
• Employee referral bonus
• Friends & Family discounts across our restaurants
• Special rates in our hotel accommodation
• Paid internal and external training days
• Access to Trained Mental Health First Aiders
• Team Member Social & Wellbeing Events
• Team Member Annual Awards, Service Recognition, Monthly Team Member of The Month
• Meals on Duty
• Assistance with Leap Cards