Front Of House Manager

As a Front of House Manager, you will be responsible for ensuring that all arriving guests are greeted to Hilton Grand Vacations brand standards. Consistently delivering a high standard of service to enhance the owners and guests stay and experience.  

You will lead and manage the Front Office and administration team to maintain a high standard of Customer Relations/Customer Service to all guests and maintain good communication and working relationships with all other departments and outside agencies.

You will oversee safety and security of the department and ensure team members have current knowledge and are fully compliant with our policies and procedures and that they are fully conversant with legislation relating to guests.  

A key element of this role is to promote activities and events that are available to arriving guests, by way of the advance communications and also after arrival through our text messaging service. This will involve a close liaison with the Promotions & Communications Administrator.

You will be responsible for executing your position’s responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards:

•    Budgeting and forecasting accommodation revenue and adjusting rate levels accordingly
•    Ensuring all pre arrival information is produced and distributed to guests and the relevant departments, in accordance with brand standards.
•    Prepare month end revenue reports
•    Responding to and analysing guest responses received via internal systems, Mobius, Trip Advisor etc and where appropriate discuss/share solutions to issues with other departments
•    Overseeing the rental reservations service that operates from the office
•    Reporting of all admin KPI’s including RCI reports, lodge analysis reports, lodge occupancy reports, suites occupancy stats
•    Ensuring all guests have been fully communicated with prior to arrival and that their details have been correctly entered into VOICE
•    Recruit, manage, train, and develop the Front Office Team.  Conduct appraisal interviews, roster departmental staff to meet business demands, monitor the appearance, standards and performance of the team and manage holidays and absence  
•    Support the Sustainability Ambassador in achieving our ESG Goals
•    Completion of departmental Fire and H&S checks and carry out all duties in a safe manner having regard to the health and safety and welfare of self, other members of staff, guests and other persons on the premises

Commitment and dedication to our HGV culture (Mission, Vision, Values) and expected behaviour is always displayed towards our guests and team members.

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfil this role successfully, you must possess the following minimum qualifications and experience:

•    Previous supervisory experience in Front Office within the hotel/leisure/retail sector
•    High level of IT proficiency
•    Strong organisational and analytic skills and attention to detail 
•    High level of commercial awareness and sales capabilities
•    Experience of managing people and developing people
•    Previous experience of managing a department 
•    Excellent leadership, interpersonal and communication skills
•    Accountable and resilient
•    Commitment to delivering a high level of customer service
•    Ability to work under pressure
•    Excellent grooming standards
•    Someone who is a Team Player – Collaborative, Flexible, Fun and Dynamic