Marine North Berwick is seeking an experienced Front Office Manager to join its brilliant team of hospitality enthusiasts!
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.
- 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.
- Continuously identify and analyse operational challenges and opportunities and deliver solutions for improvement.
- Control all front of house associated costs and drive revenues through upselling.
- Ensuring the department is maintained in a safe manner, following any health and safety guidelines and ensuring that the team carry out regular health and safety training and refresher.
- 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.
- Analyse guest feedback, address all concerns and ensure effective follow-up.
- Work closely with all other leaders.
- Ensure the immaculate presentation of all front of house spaces.
- Develops relationships with return guests, group contacts and other guests in order to provide inspiring service.
- Network within our industry, keeping up to date with future trends.
- Check Alice regularly for guest requests/Maintenance issues/communication between departments.
- Undertaking Duty Manager responsibilities on a rota basis.
- Assist with other departments, as necessary.
WHAT WE ARE LOOKING FOR FROM YOU
- Previous Front Office 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 able to impact business performance.
- Strong organisational skills.
- MS Office Advanced.
- Able to work a variety of shifts
- Ability to work under pressure
The Perks
- Bonus scheme
- 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 (T&Cs apply)
- Refer a Friend Scheme – just by putting a good word in for a friend you could earn some extra cash
- Access to participating in healthcare plans and insurance plans – just in case
- Positive team working environment
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.