Front Office Supervisor

The Windmill Village Hotel, Golf Club & Spa is a vibrant and dynamic family business situated on the A45 as you leave Coventry towards Birmingham. The business enterprise includes The National Motorcycle Museum & National Conference Centre and The Manor Hotel - Marco Pierre White Steakhouse Bar & Grill.

We have an exciting opportunity for an experienced Front Office Supervisor to join our hotel; you will receive a competitive salary plus amazing benefits which include free onsite parking, free membership to our state-of-the-art gym and golf club, discounted food & beverage and discounted stays within the group.

We are looking for a passionate Front Office Supervisor; you should be able to deliver amazing hospitality and thrive on the challenge of always exceeding guests expectations. You will be expected to achieve a level of service through the constant monitoring of brand standards, be highly attentive to detail and be capable of delivering consistent standards. You must have proven experience in working with high standards, working with a large, diverse team and also have great attention to detail.

You must have experience in a similar environment with the knowledge and confidence to deliver the role described below, combined with a passion for delivering exceptional service through your team.

Main duties and responsibilities:

• Support the Front Office Manager in delivering quality of service and delivery of all services and facilities across the hotel.
• Conduct formal and informal liaison with other departments, supervisors and team members on operational matters.
• Support team members to collectively ensure achievement of Key Performance Indicators (KPI) and targets in all areas.
• Conduct regular team meetings with team members to discuss agreed areas of operational focus including service quality, KPIs, targets, guest feedback and manage matters arising from meetings, including action plans.
• Ensure standard operating procedures (SOPs) are developed and implemented, and ensure compliance with SOPs during routine operational checks.
• Develop, in partnership with team members service improvement and action plans arising from audits and/or observations.
• Co-ordinate service between departments for the smooth and efficient operation of each hotel.
• Establish guest satisfaction data and develop, with team members, appropriate improvement plans to address any shortfalls in service quality and/or delivery standards.
• Take an 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 costs to maintain maximum revenue to the Company.
• Lead and manage the operational activities of staff working across the department.
• Support the Front Office Manager on all staff matters, including recruitment, retention, employee relations, training & development, career development, and reward & recognition.
• Provide feedback and support development to all staff at hotel to recognise, incentivise and reward high performance.
• Identify staff training and development needs, where appropriate or immediately intervene to generate service, quality or staff improvement.

The Ideal Candidate Will Have:

• Proven experience in front office with excellent problem-solving capabilities
• Excellent managerial skills with a hands-on approach and lead-by-example work style
• Commitment to exceptional guest service with a passion for the hospitality industry

The Essential Skills:

• Ability to find creative solutions, offering advice and recommendations
• Personal integrity, with the ability to work in an environment that demands excellence, time and energy
• Well organised and structured in your approach

The Desirable Skills:

• Confident personality with presence
• Engaging and the ability to inspire
• Forward Thinking

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