Empresas: Nido Living
PURPOSE OF THE ROLE The Front of House Manager is responsible for the day-to-day operations of the reception team. The chosen candidate will coordinate the work between departments, contractors, suppliers, agencies, and other stakeholders working within the building and is expected to uphold and demonstrate Nido's high brand and customer service standards.
KEY RESPONSIBILITIES (include but are not limited to): Operations: Promote a guest-first culture and ensure their expectations are met. Take responsibility for the management of the office and reception. Ensure that the customer service level of the reception team remains high, and the agreed service level agreement is followed.Provide a personalized service by keeping updated on local events, festivals, and new attractions to provide guests with current and relevant information.Assist with the marketing of the hotel, working with the central Marketing team to ensure the relevant strategy goals are delivered at residence level.Manage the sales process at the hotel, including responding to inquiries by phone, email, and webchat; conducting tours & hotel viewings; monitoring room availability; contacting prospective new clients and maximizing conversion rates to ensure the agreed occupancy level is met at all times.Manage and communicate room cleans and reactive maintenance works.Assist the Systems team with the management of the property management system, ensuring all data entered by the team is correct and viable.Provide out-of-hours support to the hotel as required, to ensure that issues are escalated according to procedure.Deliver on customer satisfaction targets. Address and resolve complaints promptly and effectively, following hotel policies and procedures. Escalate them when necessary to the management team.Assist with supervision of on-site maintenance operations including planned preventative and reactive maintenance.Assist with supervision of housekeeping operations to ensure that the site always remains presentable.Implement and ensure that Nido Standard Operating Procedures are adhered to by on-site staff and guests.Perform one-to-one meetings with the reception team members, managing their performance and providing support for their development.Train new starters according to the Nido operation standards.PERSON SPECIFICATION: Excellent written and verbal communication skills.Ability to speak and write fluently in English.Leadership skills.Ability to plan and prioritize.Strong attention to detail.Positive and enthusiastic attitude.Passionate about creating a customer-focused environment for residents.Professional and friendly demeanor.Flexible and adaptable.Proactive nature and ability to work on own initiative.Ability to work in a fast-paced environment.Excellent customer relationship skills.
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