Front of House Team Leader

Permanent
39 hours per week

The Tower

Would you like to work in spacious, contemporary hotel close to World Heritage Sites; Tower Bridge and The Tower of London? The Tower Hotel is a 4 star deluxe Hotel overlooking the Thames, next to Tower Bridge. The hotel's 801 bedrooms, restaurants, bars and 19 meeting rooms benefit from stunning views over Tower Bridge and St Katharine Docks.

The Role

Our Front of House Team Member is an essential point of contact for all of our guests, they will always deliver a warm welcome, ensuring guests receive a quick, efficient and professional service. The Front of House team make that all- important first impression. Taking the opportunity to really get to know the guest and anticipate their needs, they are always ready to go the extra mile for our guests.

JOB RESPONSIBILITIES / MAIN DUTIES.

  • To lead a multi-skilled team of Front of House Team Members
  • Control the activities of the shift team, ensuring that all front of house team members carry out their duties and responsibilities to the standards required. Deputise for any absent front of house team member/ Reception Manager
  • Allocate tasks and check results against set standards. Promote team spirit, co-operation and job satisfaction at all times
  • Ensure that all supervisory tasks are completed in line with standards, check lists and be able to forward plan
  • Acting as a point of contact for guests, dealing with any queries both in person and on the phone
  • Conducts a friendly and efficient check in and check out
  • Ensures any arrivals requests are communicated to the relevant person and carried out
  • Maintains guest profiles in the Hotel Property Management System, ensuring information is up-to-date and accurate
  • Gets to know regular guests and takes steps to personalise guest stay to build guest loyalty
  • Promotes upgrades and upsells hotel products and services where appropriate to drive revenue
  • Has full knowledge of hotel facilities and services as well as those in the local area
  • Makes arrangements for early arrivals and room moves as required
  • Monitors the Reception inbox and replies to emails from guests, colleagues and third party suppliers
  • Carries out handover at start and end of shift with Housekeeping and other relevant departments
  • Carries out general administrative tasks including, but not limited to; Advance purchase bookings; City Ledgers; Checking rates and reservations; checking backups for bookings; Room allocations; Running credit limit reports; VIP rooms and specific requests

What we look for

  • Highly Guest Focussed with a passion for great service and a drive for guest satisfaction
  • Comfortable in a front line role facing the public
  • Empathetic and able to build relationships
  • An open personality who is relaxed and natural in their interactions
  • Accurate with good attention to detail
  • Able to create a positive first impression and be an ambassador for the brand and glh
  • Excellent communication skills
  • Total commitment to customer service
  • High standards of grooming
  • Experience in a similar role is desirable but not essential as full training will be given
  • Ability to multi-task

What's in it for you?