Hotel Front Office Manager

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Group Front Office Trainer

The role of the Group Front Office Trainer will be to indentify, conduct and oversee the training requirements of all front office and reception staff across the 9 hotels.

The ideal candidate must have hotel reception management experience, a positive attitude, with good communication and people skills. Knowledge of the Rezlynx PMS is preferable

About the role:

Offer a training and induction programme to all new reception staff of all levels

Offer a training programme for receptionists wishing to progress to supervisory and management levels

Implement a company standard training plan for Front Office Staff and monitor that the training is being carried out at all properties

Monitor and develop the customer service levels delivered by all members of the Front Office teams to ensure best customer experience

communicate and assist in the implementation of Front Office company standards and practices

Evaluate mystery guest and hotel inspector feedback to indentify and implement a plan of action for any areas requiring improvement at individual hotels.

Work with General Managers and Reception Managers to Identify reception procedures and standards that could be improved

Identify and share best practices throughout the group

Liaise with accounts department to ensure banking queries and debtors are kept to a minimum

Assist Reception Managers in their training materials and structures for their own hotel team

Work with teams to Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service

Liaise with HR and Hotels to assist in recruitment needs across the portfolio