Job Description
OPERATIONAL
- Manage and take full responsibility for the hotel in the overnight hours
- Overall responsibility for the emergency procedures during the nightshift, including, but not limited to the safe evacuation in cases of emergency
- Overall responsibility for quality of service and delivery for all services and facilities within Front of House Operations, which will include Reception and Concierge at during the nightshift
- Provide and maintain high quality standards of guest care & service by Night team
- Ensure all guests are welcomed to the hotel in a hospitable, friendly and professional manner
- Oversee and direct all hotel operations during the night shift to ensure guest satisfaction and safety
- Inform Night team of nightly activities, group and VIP arrivals as well as special requests and repeat guests
- Ensure Night team undertake check-in procedures for all guests and address any special requests accordingly
- Oversee provision of housekeeping items such as mini-beds, cots, towels, shampoo, blankets, towels, and bedding to guest rooms when Housekeeper is off duty
- Ensure Night team attend to guests needs and requests in a timely and professional manner, pro-actively providing guests with information, advice and support as and when required
- Lead on the decision making process on guest relocation for nights when overcapacity, execute accordingly and ensure a smooth relocation process
- Maximize room occupancy and sales revenues through up-selling techniques that promote the hotel services and facilities
- Ensure Night teams keep yards and forecourts clear of traffic obstructions.
- Liaise with and provide support to other Heads of Night Porters and their teams to coordinate and cover Night services in all hotels
- Formal and informal liaison with Departmental Management, Supervisors and Staff Members on operational matters, ensuring Supervisors retain full accountability for addressing areas of improvement in Front of House Operations
- Support Departmental Management, Supervisors and Staff Members to collectively ensure achievement of Key Performance Indicators (KPI) and targets in all areas
- Ensure the premises are in optimum condition to receive and serve guests
- Conduct regular team meetings with Supervisors and Staff Members to discuss agreed areas of operational focus including security, service quality, KPIs, targets, guest feedback and manage matters arising from meetings, including action plans
- Ensure standard operating procedures (SOPs) are developed and implemented in Front of House Operations check compliance with SOPs during routine operational checks
- Liaise with HODs for all Central Service departments including Purchasing, Accounts, Meetings & Events Management, and Human Resources, regarding specific areas of service, quality standards, and service provision as appropriate and necessary
- Conduct scheduled as well as ad hoc audits across Front of House Operations to measure compliance with KPIs, targets and quality standards, including service readiness, staff appearance, hospitality culture and guest experience; reporting findings to the Operations Manager – Front of House
- Develop, in partnership with your HOD, Supervisors and Staff Members service improvement and action plans arising from audits and/or observations
- Coordinate service between departments for smooth and efficient operations
- Establish guest satisfaction data and develop, with your HOD, Supervisors and Staff Members, appropriate improvement plans to address any shortfalls in service quality and/or delivery standards
- Take active role in evolving solutions and interventions in partnership with Marketing, Sales & Reservations and others to enable positive business growth
- Monitor and maintain operation & overhead cost to maintain maximum revenue to the Company
- Prepare and submit regular and ad hoc reports to your HOD, including achievement of KPIs, H&S compliance and any other relevant metrics
SECURITY, FIRE, HEALTH & SAFETY
- To serve food and liquor to company standards and be aware of Licensing Laws and Basic Food Hygiene.
- Oversee liaison with the external services (e.g. Police, Fire Brigade, Ambulance) when called to the hotel
- Liaise with Night team to ensure in the event of a Security, Fire, Health or Safety issue, the issue is swiftly, competently and professionally managed to a conclusion
- Ensure all Security, Fire, Health and Safety issues and incidences are coordinate, managed and concluded with the least amount of disruption and disturbance to the hotel operations as is practicable and possible
- Oversee critical or special situations arising in the hotel, e.g. guest ill health, liaising with emergency services when they are in attendance
- Oversee the release of any guests or staff when stuck in elevators
- Lead on management of incidents, accidents and other situations that require attention making competent decisions to resolve or address
- Investigate noise or disruption with unruly guests or other individuals within the hotel environment.
- Instigate fire checks with floor patrols of the building
- Undertake checks and audits through Night team to keep the buildings secure with floor checks, locking gates and access points
- Lead on removal of undesirables from all areas within the hotel environment in conjunction with external services where necessary
- Remain vigilant to all aspects of security and report any breaches or issues
LEADERSHIP & MANAGEMENT
- Lead and manage the emergency procedures and activities of staff, including, but not limited to the safe evacuation in cases of emergency
- Lead and manage the operational activities of staff working in Front of House Operations, including Reception and Concierge
- Take positive action to reduce staff turnover and increase retention across Front of House Operations
- Support and partner with Departmental Management and Supervisors on all staff matters, including recruitment, retention, employee relations, training & development, career development, and reward & recognition.
- Ensure full compliance across all departments with Company policy and procedures
- Provide feedback to all staff at hotel to recognize, incentivize and reward high performance
- Provide feedback and support development of appropriate course of action for underperforming staff
- Identify staff training and development needs feeding back to Departmental Management and Supervisors where appropriate or immediately intervening as appropriate to generate service, quality or staff improvement
- Ensure a culture of continuous professional development is nurtured across Front of House Operations
- Ensure staffing levels are optimized across Front of House Operations
- Ensure effective and efficient Rota management across Front of House Operations
- Ensure compliance with all Company and UK legislative requirements
OTHER DUTIES
Other ad hoc duties in support of the department, hotel and/or the Imperial London Hotel as and when required
Job Types: Full-time, Permanent
Job Type: Full-time
Salary: £30,000.00 per year
Benefits:
- Discounted or free food
- Employee discount
Schedule:
- 12 hour shift
- Night shift
- Weekend availability
Work Location: In person