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We are currently looking for an experienced Reception Manager to join our team at The Stafford London Hotel.

About The Stafford London

Situated just off Piccadilly, in the heart of historic St James’s, Mayfair, The Stafford London is one of the finest luxury hotels in the Capital. Alive with English character, it holds 5 AA Red Stars for its excellence.

The Stafford London is home to the renowned American Bar, a London institution and The Game Bird, 2 Rosette Restaurant which celebrates contemporary British cooking. Under the direction of celebrated Michelin-starred Chef Lisa Goodwin-Allen, The Game Bird is inspired by great seasonal British produce and the bustle of historic St James’s.

Our Benefits includes:

• Annual salary up to £44,000 (amount is inclusive of basic and service charge)
• Referral Scheme: £1000 for referring Front of House staff and £2000 for referring a Chef, (terms and conditions applies)
• 28 days holiday with increase after 1st year of service, capped at 33 days
• Private Healthcare
• Life Insurance
• Childcare Vouchers
• A choice of rewards and lifestyle benefits
• Employee recognition programme
• Training and development opportunities
• Interest free season ticket loan
• Ride to Work Scheme
• 50% Food and Beverage discount in our venues

What we are looking for:

• Fluency in spoken and written English
• At least one year’s experience in a front office supervision role in a four or five-star property
• Well presented, friendly, professional
• System experience
• Flexibility in the scheduling
  
• Customer service orientation
  
• Cross cultural sensitivity
  
• Teamwork / co-operation
• Listening and oral skills
  
• Basic writing skills
  
• Enthusiastic and pleasant personality

Overall Job Purpose:

To be a professional, friendly and efficient first point of contact for all guests of The Stafford and ensure that they receive the highest standard of service at all times, whilst managing the running of the reception desk.

Key Responsibilities:

• To ensure the reception team acquire the required skills and knowledge to perform their duties sufficiently.
• To deal with any problems or complaints arising at the front desk and to bring to the attention of the Rooms Division Manager any problems or complaints that cannot be resolved directly.
• To ensure the reception team are fully aware of the cash handling and credit procedures and to investigate any discrepancies immediately.
• To be present in the lobby at peak times to ensure all guests are being approached in an appropriate manner.
• To oversee the cash tills for consistency and ensure that enough cash is available at all times.
• To monitor paymasters and open folios and to liase with accounts on a weekly basis
• To be aware of the hotel’s regular guests and their preferences and to build and develop relationships with these guests.
• To liaise with all departments and communicate any special requirements of individual guests.
• To provide an efficient and professional service at all times a deal with guest enquiries either by fax, telephone, letter, email or verbally.
• To have an in-depth working knowledge of all front office related systems and equipment.
• To ensure that computer maintenance procedures i.e., backups are undertaken and that any issues are resolved by the appropriate person.
• To ensure every guest is escorted to their room and familiarized with the facilities of the room and hotel in line with the LQA Standards.
• To recruit for, induct and train new team members.
• To ensure that standards are being met consistently by all team members in accordance with standard operating procedures.
• To conduct regular reception meetings with the team.
• To conduct appraisals and carry out training.
• To ensure that standards for Iprefer are being met consistently by all team members and the points are redeem on the Iprefer platform
• To produce a rota for the team in accordance with business demands, ensuring that the reception desk is adequately manned at all times.
• To record timesheets and monitor staff hours in line with the payroll budget.
• To conduct Duty Management shifts as outlined in the monthly Duty Manager’s rota.
• To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
• An employee of The Stafford involved in maintaining high standards, to undertake any reasonable requests made by management in any other areas of the house.

When you work for us not only will you be working for one of London’s most historic five-star hotels but you will also be working for a company where the skills and knowledge you gain here will be recognized in the industry worldwide.