Front Office Supervisor

Front Office Supervisor

Hilton Garden Inn

Full Time (40 hours)

5 out of 7 days including Weekends

Competitive Salary + Benefits

The Hilton Garden Inn at Emirates Old Trafford (the Home of Lancashire Cricket) is a unique hotel positioned in a world class thriving multi-purpose venue that hosts a multitude of large-scale and high-profile events, from international cricket to sell-out concerts.

The hotel, with its 250 bedrooms (including 140 pitch-facing rooms), restaurant where breakfast and dinner is served overlooking the pitch and bar is located within the Emirates Old Trafford venue sitting alongside our award-winning conference & events facilities integrating seamlessly with the stadium and all the events that it hosts.

This is a unique opportunity to be part of something big! You are not just working at a hotel you are working at a cricket and concert venue. As Front Office Supervisor for Hilton Garden Inn, you will provide leadership & guidance as the front office supervisor and ensure consistent quality of customer service is provided to all guests in accordance with company standards. You will support the Front Office Manager to ensure that the Front Office team are prepared and well-informed to deliver the Guests an exceptional experience from check-in through to check-out.; and act as Duty Manager in the absence of Hotel Senior Management.

The Role

• Assist the Front Office Manager with the Front Office operations to include but not limited to:
  • guest service and registratin (check-in & check-out)
  • rom inventory and availability
  • guest service standards and initiatives
  • prduct quality
  • marketing initiatives
  • systems use and management.
  • department management
  • plicy and procedure implementation and enforcement
  • meeting participatin and facilitation
• Manage the front desk operations by completing checklist of important daily tasks.
• Seek guest feedback and evaluate and address issues and make improvements accordingly.
• Ensure compliance with company Brand standards.
• Meet and greet guests and respond to guest enquiries, requests or issues in a friendly, efficient and timely manner.
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
• Ensure all team members have current knowledge of hotel products, services, facilities, events, pricing and policies and also knowledge of the local area and events.
• Complete audit procedures as required.
• Assist with the recruitment and training of new team members.
• Monitor all CCTV, FLS panels for the hotel & stadium and liaise with on-site Security, Fire Team, Emergency Services
• Deal with any car parking issues and barriers
• Be a Champion for upselling and lead Hilton Honors enrolments.
• Resolve guest complaints by conducting thorough research of the situation and the most effective resolution.

The Person

• Previous experience of supervising a Front Office team within a 4-star branded hotel.
• Knowledge of hotel property management systems
• Previous experience of Front Office Management Systems
• Good organization and administration skills
• High level of IT skill
• Ability to work under pressure.
• Commitment to delivering a high level of customer service.
• Positive attitude and exceptional communication skills
• Accountable and resilient
• Ability to manage and motivate a team.
• Confident telephone manner

What we offer

- A competitive salary

- Holiday allowance increasing with service

- 2 x standard Lancashire Cricket season memberships

- Social events throughout the year

- Fitness classes, table tennis club and yoga

- Basic contributory pension scheme with option to join enhanced pension scheme, including life assurance, after 3 months service

- Optional health cash plan scheme

- Discounts at the Lancashire Cricket Official Store, Trafford Cricket Centre, Hilton Garden Inn Emirates Old Trafford, Caffè Nero and with the Club's partners

- Free parking

- Uniform

Please take a look at the full job description and if you have the experience and skills required, coupled with the enthusiasm and energy levels needed to fulfil the responsibilities of the role to their full potential, then please submit your CV outlining why you should be considered for the position.

We look forward to hearing from you if you have skills that support our future vision. Lancashire Cricket is an equal opportunities organisation and we are committed to providing new opportunities and striving for greater diversity.

It is a priority for Lancashire Cricket to ensure our Club appropriately reflects the wider communities across the North West and as we strive to meet Sport England Guidance in this regard, we would welcome applications from individuals with the appropriate skills and experience that can also enhance our current diversity mix at the Club. Please also be aware, all of our roles are subject to reference checks from previous employers.

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