Front Office Manager North Berwick, Scotland
Job description
Do you enjoy being a part of a great team? And creating empathic guest experiences? If you do, we'd love to meet you.
We are looking for a Front Office Manager to join a team of distinguished hospitality enthusiasts Our goal is to create the greatest golf hotel experience in the world.
THE ROLE
As a Front Office Manager you will be motivated and passionate to lead our dedicated and positive Front of House team. With guest satisfaction at the forefront of what we do, you will ensure our guests receive a warm welcome and the highest level of customer service as soon as they step foot through our doors. You will ensure your team is trained to the highest standard, and are there to assist our guests with any needs they may have throughout their stay with us and ensure they leave wanting to rebook and tell all their friends how wonderful their experience was.
JOB DUTIES AND RESPONSIBILITIES
- Oversee the day-to-day operations of the front-of-house team and ensure the highest standards of guest service are always delivered.
- Ensuring the execution and continued enhancement of the Graduate guest experience.
- Driving a high-performance culture, setting clear expectations, empowering your team and holding them accountable.
- Lead the performance of the front-of-house team ensuring it is effectively managed through a focus on recruitment, training, problem resolution, coaching, succession planning and accountability.
- Developing close working relationships with all departments, Team Members and Managers to ensure guest expectations are met.
- Developing strong working relationships with all guests in order to maximise sales opportunities and generate business for the future.
- Analyse guest feedback, address all concerns and ensure effective follow-up.
- Ensuring the department is maintained in a safe manner, follow any health and safety guidelines and ensuring that the team carry out regular health and safety training and refreshers.
- Ensuring billing and control of revenues are maintained at all times.
- Ensuring credits and debits are posted correctly to guest folios, ensuring guest bills are correct on check-out.
- Undertaking Duty Manager responsibilities on a rota basis.
- Taking part in regular fire drills to familiarise self with the systems and procedures, to ensure that team are refreshed every 6 months and Night team every 3 months.
- Maintaining excellent levels of communication.
- Check Alice regularly for guest requests/Maintenance issues/communication between departments.
- Assist with other departments, as necessary.
WHAT WE ARE LOOKING FOR FROM YOU
- Previous Front of House management experience in the hotel industry (minimum 2 years)
- Excellent communication and interpersonal skills – a proven track record of building and leading successful teams.
- Must have Opera PMS experience (or similar) and have the skills to drive revenues with the support of the commercial team.
- Exceptional customer service skills.
- Commercially aware and ability to impact business performance through driving sales and controlling costs.
- Strong organisational skills.
- MS Office Advanced.
- Able to work a variety of shifts
- Ability to work under pressure
The Perks
- Enrolment in pension from Day 1 for all eligible team members
- Meal on each shift in a dedicated team member restaurant
- Access to everyday discounts from high street retailers
- Discounted hotel room rates for you and your family (TC’s apply)
- Refer a Friend Scheme – just by putting a good word in for a friend you could earn some extra cash
- Incentive schemes
- Access to participating in healthcare plans and insurance plans – just in case
- Positive team working environment
- Monthly published schedules
- Tailor made bespoke uniform
Equal Opportunities
We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity. We value diverse cultures, ideas, and people as part of our core DNA.
Right to Work
In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.
About us
Marine Lawn Hotels Resorts is a collection of bespoke hotels in the world’s most distinguished golfing destinations. Nestled along some of the most coveted courses across the globe, each of our properties offer unforgettable travel experiences inspired in the history and legacy of the once-in-a-lifetime destinations they call home. Here, we invite locals, neighbours, and international travellers alike to embrace the beauty of where land meets sea as they embark upon a journey rooted in service, storytelling, and adventure. For more information visit marineandlawn.com.
With enviable views of the Firth of Forth and Bass Rock, Marine North Berwick rises from the East Lothian landscape to offer guests a quietly elegant escape.
