office manager Colchester, England
Job description
Stoke by Nayland Resort is looking for a passionate and professional Front Office Manager to join the team. Your role will include managing all aspects of the Front Office, including Reception and Night Porters/Security. As the first and last point of contact with our guests, you will lead your team to deliver a guest experience filled with genuine warmth, that upholds the standard expectations as set out in our SOP Manual.
Role Responsibilities
Reporting to the Head of Sales, your role will include:
- Being knowledgeable about the facilities and services across the resort and confident in providing relevant and up-to-date information to our guests.
- Actively seeking and encouraging ways to increase revenue through upselling and promotional activity.
- Being responsible for the ongoing training, development, and support of the Front Office team.
- Actively promoting a culture of upselling and suggestive selling, encouraging the Front Office team to harness all available sales opportunities.
- Ensuring effective wage and cost control through careful rostering.
- Work with the Housekeeping Manager to ensure a smooth guest experience from check-in to check-out.
- Be fully conversant with departmental procedures and standards, ensuring these are delivered at all times in line with the Standard Operating Procedures.
- Demonstrate inspirational leadership to build a high-performing team focused on achieving business goals and service standards.
- Responsible for recruitment for Reception and Nights team developing job adverts, conducting interviews, and completing the onboarding process.
- Maintaining good communication and working relationships with all members of your team and across all departments, assisting other departments as required.
The ideal candidate should be able to demonstrate the following:
- A polite, friendly and engaging manner with excellent communication skills.
- A passion for hospitality and exceeding guest expectations.
- Immaculate standards of presentation and professionalism.
- Strong organisation and planning skills with a good ability to prioritise and a high degree of flexibility.
- Experience in a management or supervisory level, ideally within the front office environment of a hotel.
- Experience managing a team.
- Excellent standards of computer literacy.
- A commercial focus.
Stoke by Nayland Resort is part of the family-owned Boxford Group, which has been established for over 80 years. Due to our location, nestled in the Dedham Vale Area of Outstanding Natural Beauty (AONB), having your own transport is essential.
As part of the Front Office team, hours will include regular weekend shifts as well as early shifts and late shifts, finishing at 10pm, where required.
SbN Staff Benefits
- Employee discounts
- 28 days holiday on a pro-rata basis
- Regular training and career progression opportunities
- Free parking
