Job Summary: 

• Manage VIP guest interactions throughout the hotel and communicate guest needs to relevant departments and team members.
• Lead and develop the Front Office team, including the Concierge and MAGIC (Switch Board Operator) teams.
• Ensure a high level of communication is maintained between the Front Office and all other operational units of the hotel
• Supervise day-to-day operations and ensure standards are adhered to and maintained.
• Ensure a consistently high standard of presentation is maintained for the department and the hotel.
• Ensure that all guest complaints are dealt with promptly, efficiently, and professionally with complete follow-up so guests leave and return with a good impression of the Hotel.
• Follow procedures and give instructions to guests and team members in the event of an evacuation/fire alarm or other emergencies (i.e. earthquake, bomb threats).
• Perform daily quality control checks including, but not exclusive to, rate discrepancy, credit check, routing, arrival, and room & rate change reports
• Review, maintain, and implement systems and procedures as directed
• Drive incentive programs to ensure every team member captures upselling and cross-selling opportunities to generate additional revenue for the hotel.
• Proactively support team members, offering suggestions and taking initiative and ownership of actions.
• Participate in Hotel-directed training and development programs
• Cover Night Manager shifts.

Skills on Resume:

• Guest Relations (Soft Skills)
• Team Leadership (Soft Skills)
• Communication (Soft Skills)
• Operations Supervision (Hard Skills)
• Complaint Resolution (Soft Skills)
• Emergency Management (Hard Skills)
• Quality Control (Hard Skills)
• Sales Driving (Hard Skills) 

Job Summary: 

• Create ‘can’t wait to return’ experiences for guests.
• Lead the team of house hosts.
• Manage reservation queries (e-mail, phone, and in-person) with a kind and considerate approach.
• Be ‘in the know’ on local events and culture to offer guests authentic experiences and contribute to cultural programming.
• Be the ‘in the know’ person for guests' queries and questions.
• Manage out-of-hours queries for group properties.
• Contribute to team meetings with constructive feedback to improve operational performance and guest experiences.
• Take payments and balance the books at the end of the day.
• Complete property patrols to ensure safety and security.
• Be accountable for the safety of the property overnight.
• Deal with housekeeping and maintenance on day to day.
• Be initiative-led when dealing with challenging situations or guest complaints making sure guests leave happy.
• Part of the management team in all aspects of the day-to-day operation.
• Always question best practices and identify opportunities to improve hotel occupancy, revenue, and operational processes.

Skills on Resume:

• Guest Experience Creation (Soft Skills)
• Team Leadership (Soft Skills)
• Reservation Management (Hard Skills)
• Local Knowledge (Soft Skills)
• Guest Query Management (Soft Skills)
• Financial Management (Hard Skills)
• Property Safety (Hard Skills)
• Problem Solving (Soft Skills)

Job Summary: 

• Always maintain a prominent level of visibility and involvement in the operation.
• Ensure that service is delivered following agreed standards throughout the hotel.
• Foster a positive, professional working environment.
• Support Heads of Department to ensure that all team members are trained to carry out effective, professional services and to deliver a warm welcome.
• Responsible for handling queries, complaints, and any problems that may arise whilst on duty and ensuring they are resolved on time.
• Ensure high standards are set, monitored, and delivered throughout the Hotel Operations.
• Ensure cost control and effective measures are always adhered to.
• Ensure all areas are properly prepared and set up before and after service.
• Carry out cash handling procedures following Company policy.
• Conduct routine security checks of the property with appropriate action taken.

Skills on Resume:

• Visibility and Involvement (Soft Skills)
• Service Standards Management (Hard Skills)
• Team Environment Building (Soft Skills)
• Training Support (Soft Skills)
• Complaint Resolution (Soft Skills)
• Operational Monitoring (Hard Skills)
• Cost Control (Hard Skills)
• Security Checks (Hard Skills) 

Job Summary: 

• Ensure the smooth day-to-day running of the property following Company policies
• Maintain a high standard of accommodation and facilities, and provide a high standard of customer service
• Maintain a safe and secure environment for guests and employees
• Take responsibility for recruiting, training, and team building
• Reconcile and submit weekly invoices, as well as daily banking, rosters, payroll, and rostering within budgeted guidelines.
• Be the point of contact for all online travel agent account managers
• Be accountable for basic inventory and revenue management
• Take responsibility for managing group bookings
• Ensure KPIs are met, including Occupancy and Revenue
• Manage handovers to maintenance/housekeeping/auditors and liaise with the hostel manager to rectify these issues as soon as possible
• Conflict resolution, preventing and dealing with guest issues should they arise (Booking/Building issues, etc.)
• Organize and execute activities and special events.
• Record duties, expenses, challenges, successes, and areas for improvement for each event for replication

Skills on Resume:

• Property Operations Management (Hard Skills)
• Customer Service Excellence (Soft Skills)
• Safety and Security (Hard Skills)
• Recruitment and Team Building (Soft Skills)
• Financial Management (Hard Skills)
• Online Travel Agent Management (Hard Skills)
• Inventory and Revenue Management (Hard Skills)
• Event Management (Soft Skills) 

Job Summary: 

• Supervise Front Office operations, manage check-in/check-out, reception and telephone inquiries
• Ensure efficient, friendly, and professional service is provided to all guests.
• Influence the team and assist in progressing their career goals
• Be an expert on the hotel, and know it inside and out to ensure guests receive a mind-blowing service experience.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Meet and connect with guests and give them an experience beyond their expectations
• Offer intuitive service and understand their varied needs whether it be a business meal or date night.
• Assist in all departments as business dictates
• Ensure high levels of service are consistently delivered
• Handle any guest issues and queries quickly discreetly and professionally.
• Ensure Health and Safety procedures are followed
• Take responsibility for training and monitoring the performance of casuals

Skills on Resume:

• Front Office Supervision (Hard Skills)
• Customer Service (Soft Skills)
• Team Leadership (Soft Skills)
• Hotel Expertise (Hard Skills)
• Safety and Security Compliance (Hard Skills)
• Guest Experience Management (Soft Skills)
• Problem Solving (Soft Skills)
• Training and Development (Soft Skills) 

Job Summary: 

• Complete audits of service processes, identifying and assist rectify deficits
• Provide operational support including risk management, resource management, sales and marketing, and addressing concerns or complaints from customers as they arise
• Assist with administrative functions after-hours
• Develop teams including on-boarding of new employees, complete performance development reviews, and provide ongoing coaching and constructive feedback
• Coordinate the care services team, allocate duties and maintain rosters
• Work as part of the management team, working shifts including late nights, weekends, and public holidays
• Have an in-depth understanding of the Company’s Policies and Procedures and ensure the SOPs are adhered to daily
• Supervise daily activities within the hotel
• Complete the tasks to ensure the standards of the facility meet company expectations
• Act as the first point of contact for all users when on duty.
• Assist the Manager with implementing new services and facilities

Skills on Resume:

• Audit and Process Improvement (Hard Skills)
• Operational Support (Hard Skills)
• Administrative Support (Hard Skills)
• Team Development (Soft Skills)
• Resource and Roster Management (Hard Skills)
• Policy and Procedure Compliance (Hard Skills)
• Daily Supervision (Hard Skills)
• Service Implementation (Soft Skills) 

Job Summary: 

• Review and input into safety documentation including Risk Assessment and Event Safety Plan
• Work closely with Production to comply with H&S regulations and premises licenses
• Maintain daily schedules including cleaning, maintenance, and staffing
• Responsible for coordinating safety, security, and facilities support to ensure a safe and enjoyable experience for ticket holders each day
• In the event of an emergency, take responsibility for all visitors, staff, and volunteers on site and decide to close installations/exhibition spaces and evacuate
• Proactively report and log site maintenance and technical issues
• Implement an open/close procedure for all exhibition and installation spaces at the start and end of each day including key-holding responsibilities
• Ensure day-to-day compliance with the Event Safety Management Plan
• Be the first point of contact for all visitors, staff, and contractors on site and liaise with stakeholders, including venue management, Council, and members of the public
• Line management of a team of Experience Hosts, Technicians, and City Hosts
• Comply with and help develop, the Trust’s policies and procedures including GDPR, Health and Safety, Safeguarding and Diversity and Equality and Inclusion Policies
• Actively engage with the organization’s vision and policies regarding equal opportunities and diversity, artistic ambition, participation and engagement, health and safety, evaluation and monitoring

Skills on Resume:

• Safety Documentation Review (Hard Skills)
• Compliance Management (Hard Skills)
• Schedule Management (Hard Skills)
• Emergency Response (Hard Skills)
• Maintenance Reporting (Hard Skills)
• Staff and Contractor Liaison (Soft Skills)
• Team Management (Soft Skills)
• Policy and Procedure Compliance (Hard Skills) 

Job Summary: 

• Plan and direct the local operations of the G4S personnel to ensure compliance with BS 7499 and local operating procedures as described in the assignment instructions. 
• Details of cover reported to the Operations Manager and National Account Manager for reporting to the client's Senior Management Team
• Manage any ad hoc request and ensure adequate cover is provided
• Regular contact with the client FM team to understand the current needs and requirements. 
• Be responsible to the client’s needs and work in partnership with them to support the delivery of the required service
• Manage the team of Security Officers on site and ensure they undertake their roles in completing all their operational duties in line with the Assignment Instructions and Contract Site Guidance Folder to the G4S and Natwest Service Excellence Standard
• Ensure the Security Team is briefed on management memos and signatures on confirmation of understanding forms have been obtained
• Ensure and oversee the following system communications are being updated and maintained - Contractors Lists and Control room contact list of all Service Providers
• Responsible for the key control systems ensuring these are conducted in line with BS 7984.
• Take responsibility for the CCTV monitoring and controls and ensure that these are conducted following BS 7958.
• Hold a CCTV Operator License to be able to manage the day-to-day operation of the control room in full.
• Ensure all control room paperwork is maintained and any anomalies are rectified

Skills on Resume:

• Operations Management (Hard Skills)
• Client Relations (Soft Skills)
• Team Leadership (Soft Skills)
• Compliance (Hard Skills)
• Reporting (Soft Skills)
• Key Control (Hard Skills)
• CCTV Management (Hard Skills)
• Record Keeping (Hard Skills)