Focus

The 4-star Pullman Liverpool Hotel is located at Kings Dock on Liverpool's world famous waterfront. Boasting an incredible location in the heart of the city, this hotel truly is a Jewel in the Accor brand portfolio. Pullman is a stylish and in tune luxury brand with a focus on inspiring a new generation of business travellers and business leaders. Hyper-connected and sophisticated explorers, every day they invent new ways of doing business around the world. The world is their playground and every moment is an opportunity. Their life is a mix of business and pleasure, a balance of efficiency and personal well-being.

As Front Office Manager, your main objective is to lead, manage and develop the Hotels Front Office team inclusive of reception and nights to ensure that the highest levels of hospitality and service are provided. You will be responsible for ensuring the team are engaged, and driven to deliver high levels of performance in all areas. You will manage all aspects of the front office including registration, porter services, connectivity lounge service, telephone services, concierge services, and guest reservations to deliver a guest experience that is unique and brings the brand to life. At Pullman Liverpool, we want our guests to feel able to do their best, achieve their goals and be recognised for their success. To help them we need you to recognise the guest and help them feel valued and important.

Main Responsibilities

PEOPLE:

·        Lead the team in providing an emphasis on hospitality and guest service.

·        Lead, train and implement brand standard procedures ensuring that front office staff provides guests with prompt service, professional attention and personal recognition.

·        Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

·        Motivate and engage the team to work towards team and individual objectives.

·        Manage team’s professional development and discuss any area of concern with the team on a one to one basis.

·        Lead the Performance Development Programme process, ensuring all team members are working efficiently and accurately.

·        Conduct team meetings and cascade objectives/action plans.

·        Manage rotas and holiday requests.

·        Ensure the team are properly trained on departmental processes and procedures and review them regularly, in line with company policies.

·        Educate and train team members in compliance with local laws and safety regulations. Ensure staff are properly trained and have the tools and equipment to carry out job duties.

·        Ensure that all the team are trained to the standard required on emergency procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.

·        Be committed to continual professional development.

PROFIT:

·        Responsible for the preparation of the annual departmental operating budget and financial plans. 

·        To support in monitoring the budget and controlling labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.

·        Develop plans to increase occupancy and ADR through walk-ins and up selling at the front desk.

·        Develop a culture of accountability - with target driven performance and KPI metrics set.

·        Drive and champion Accor Loyalty Programme (ALL) to guarantee member’s recognition and enrolment targets are achieved.

PRODUCT:

·        Serve as the Manager on duty, on a rota basis, taking ownership for the safety and security of the Hotel during your shift.

·        Ensure departmental brand standards are upheld and Audit targets met.

·        Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies.

·        Complete departmental risk assessments.

·        Ensure that the team adhere to company credit policies and that transactions are handled in a secure manner. Audit control the billing instructions and verify that the guest credit process is compliant with hotel credit policy.

·        Manage ABA (Accor Business Account) card and Ogone Payment procedures on daily basis.

·        Manage the stationery supplies within budget.

RESPONSIBLE BUSINESS:

·        To ensure ALL Safe & COVID-19 compliance in every activity undertaken

·        Ensure that the workplace remain clean and tidy

·        Ensure compliance with local laws and safety regulations

·        Know and apply the hotel’s safety regulations (in case of fire etc.)

·        Ensure the safety of people and property

·        Respect the hotel’s commitments to the “Environmental Charter- Accor Planet 21” (saving energy, recycling, sorting waste etc.)

·        Will undertake reasonable duties as dictated by the Operations Manager

Qualifications & Skills

To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

Essential:

·          At least three years’ front office or guest service experience

·          Minimum of three years’ experience in a managerial position capacity, managing a team of 10-plus employees

·          Ability to demonstrate successful leadership combining effective communication, motivation and interpersonal skills within your team

·          Display a role model behaviour and commitment to delivering customer excellence within the hotel

·          Exceptional interpersonal skills with a passion for engagement

·          Ability to work under pressure

·          Flexibility to respond to a variety of different work situations

·          Ability to impact and influence to promote ideas persuasively and overcome resilience

·          Demonstrable high standards of service, along with impeccable presentation

·          Possess a positive and engaging personality

·          Must be capable of acting on own initiative

·          Accountable and resilient

·          Strong organisation skills and attention to detail

·          Must speak fluent English. Other languages preferred

·          The right candidate will have competent use of all Microsoft suite of products

·          Experience of working with Opera is preferential

Desirable:

·        Bachelor’s degree/higher education qualification or equivalent in Hotel Management/Business Administration

·        Experience within a 4 or 5 star Hotel in a managerial capacity

·        Hotel Duty Manager experience

·        Knowledge or qualification in Health and Safety

·        Fluent in a second language