Front of House Trainer

Contract Type -
39 hours per week

Employment Type - Full Time

Our Support Office a modern office located close to Old Street and Barbican in central London. This friendly open plan office houses several of the key support functions including Sales, Human Resources, Marketing and Central Revenue. Conveniently located with great transport links the office is the London base for the back office functions of Guoman and Thistle.

The Role

We're looking for an enthusiastic Front of House trainer to deliver training for all front office new starters on an ongoing basis.   You will play a key role in the induction and onboarding of all new Front of House team members and ensure that they are trained on both the system and behavioural aspects of their role before they start on shift at their hotels.

As Front of House trainer the majority of your time will be spent on classroom style training but you will also be expected to work closely with the htoels and Group Guest Services Manager to identify training needs within Front office and to deliver other Front of House SOP and ad hoc training as required.

Key responsibilities will include:

Managing and delivering Front Office systems training to new starters and team members across all glh hotels
Assist with design and delivery techniques as required
Design and development of initial and recurrent training for all front of house teams
Developing the skills of current team members to support them to achieve the highest performance of brand standards
Manage the onboarding process at hotel level of Front Office new starters ensuring attendance and follow up
Identifying the training needs of Front Office team members
Supporting the Front Office recruitment processes - ensuring recruitment managers are clear about what good looks like
Creating new Front Office training materials in line with glh brand standards and SOPs
Manage and coordinate a Front of House training calendar
Assist with the development, implementation and auditing of Front Office SOPs
Form part of a working group ensure regular review and continuous improvement of Front Office SOPs
Assist HR in creating succession pipeline - identifying talent and actively supporting career development opportunities
Ensure compliance with statutory and regulatory trainings are met
Support Front Office teams to achieve incentive targets and drive incremental revenue
Drive guest improvements utilising guest feedback - ReviewPro and online channels
Participate in Front Office projects


What we look for

This role would be suitable for a Front of House Manager who has a passion for training

Must have experience of working knowledge of Opera and Front office operations

What's in it for you?

  • 20 days holiday plus 8 Bank Holidays
  • Discounted rates on hotel rooms, food and drink across the glh group
  • Interest free season ticket loans (conditions apply)
  • Access to a 24/7 Employee Assistance Program
  • Long Service Awards
  • Pension and Healthcare Schemes
  • Generous recommend a friend scheme
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
  • Wonderful Person of the month scheme with cash prizes
  • Childcare vouchers
  • Staff refreshments on shift