IBIS City Centre - Assistant Front Office Manager
IBIS City Centre - Assistant Front Office Manager
About Us
Andras Hotels is Northern Ireland’s largest hotel group with nine hotels in Belfast, Coleraine and Portrush, two apartment complexes, a Café Bar and a Health Club and Spa. We are rapidly expanding our portfolio and we are dedicated to promoting tourism and hospitality across the country. We develop our people through our Andras Academy, the industry Wellbeing and Development Promise, and we are proud to be signed up to Green Tourism.
What is the job?
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Assistant Front Office Manager you’ll deliver this through managing all aspects of the front office. You’ll also create the warm atmosphere that makes our guests feel at home in any location. Typically supervises front desk agents. May oversee team for whole Hotel while doing Manager on Duty Shifts.
What we offer
Discounted Hotel Rates across ‘000’s of hotels worldwide for employees and for family and friends
Health Care Cash Plan
Diamond membership of Kingsbridge Hospital Group
Enhanced Pension Scheme
Enhanced Maternity Pay
Enhanced Paternity Pay
Cycle to work
Recruit a friend scheme
Employee Appreciation and Social Events
Employee of the Month Award
£20 for completion of FLOW training
Increased Annual leave with service
Discount at Bodyscape – Employee rate and family and friend rate
Cyrospa discount rate at Bodyscape
Communication and advice on Health and Wellbeing
Andras Academy – Training and Development Programmes and progression opportunities within the Andras Hotels Group
Work for globally renowned Hotel Brands
Reward Club Incentive Scheme
Hotel Incentive scheme
About this role
Your day to day
People
Assist FO Manager to manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
Educate and train team members in compliance with local laws and health & safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties safely
Ensure your team are properly trained on systems, security, service and quality standards
Arrange key F&B duties training for reception team allows smooth running of shifts
Recommend or initiate any HR elated actions where needed.
Guest Experience
Ensure your front office team delivers a great service, professional attention and personal recognition
Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
Responsible Business
Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
Train team members on PMS procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
Perform other duties as assigned. May also serve as Manager on duty
This job is the 2nd highest position in the Front Office department reporting into the Front Office Manager and General Manager of the hotel
Hours of work will include nights, weekends and bank holidays
Will act as Duty Manager in the hotel as and when required
Financial
Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
Monitor all financial function in Front Office Department and preparation of daily financial reports
Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
Promote hotel F&B offerings from reception.
How do I deliver this?
"Heartist Transforming" - Offering guests a different experience, creating emotion, forging lasting relationships built on courtesies, moments and memories, also means allowing spontaneity, encouraging initiative and letting every employee express their personality.
AccorHotels sees a “Heartist” in each employee — a master of the art of hospitality who serves others from the heart, with curiosity and inventiveness and therefore always strive to:
• Make guests feel welcome
• Make guests feel heart-warmed
• Make guests feel incredible
• Make guests feel like they belong.
There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
What you will need
Required criteria
- 5 GCSE’s at grade C or above including English or equivalent qualification
- Good communication and listening skills
- Proven experience of leading and managing others
- Customer Service experience.
- Experience working in front office/reception as a Supervisor or above for at least 6 months
Desired criteria
- Experience within the hospitality industry
- 3rd level qualification
Skills needed for this job opportunity
Exceptional Customer Service Skills
