Assistant Front Office Manager

Graduate Hotels is seeking an experienced Assistant Front Office Manager to join The Randolph Hotel and its brilliant team of hospitality enthusiasts!

The landmark 151-bedroom Randolph Hotel in Oxford is part of the Graduate Hotels collection. The boutique hotel takes inspiration from the prestigious Oxford University with nods to college architecture and crests as well as Alices Adventures in Wonderland created by alumnus Lewis Carroll.

THE ROLE

As an Assistant Front Office Manager you will report to the Front of House Manager and be responsible for leading the reception team and Duty Managers on a day-to-day basis during their shift as well as supporting their training and development. You will be overlooking the daily operations of the hotel with a focus on the front of the house and ensuring our guests receive a lasting memorable experience. You will be the catalyst that pulls the front office operations together with a priority for guest satisfaction and Team Member motivation.

THE TASKS AND RESPONSIBILITIES

• Support the Front of House Manager in overseeing the front-of-house operation to ensure guests receive a memorable experience.
• Training empowering and inspiring the team to be inspiring in their service standards.
• Responsible for onboarding new team members where you will create a culture of continuous professional development empowering them to deliver and be the best.
• Hold the 26 and 11-week probation review meetings for all new starters.
• Ensuring all SOPs are in place and are met with consistency to the brand standards.
• You will constantly be thinking about how we can improve the way we do things to create an even better guest experience.
• Taking ownership of guest complaints - you will be fully empowered to make decisions whilst dealing with guests and are expected to take full ownership of the feedback to ensure every guest leaves the hotel happy.
• Developing and empowering the team to manage guest recovery.
• Monitor standards and performance of Team Members with an emphasis on training and feedback.
• Ensuring the front of house is kept clean and tidy and presenting it with the appropriate material tools and technology.
• Ensuring good communication within the team and across all relevant departments of the hotel
• In the absence of the Front of House Manager prepare rotas to meet business needs.
• To assist the Front of House Manager with managing Health and Safety for the department attending monthly Health and Safety / Operational Meeting where required.
• Conducting Duty Management shifts within the hotel.

WHAT WE ARE LOOKING FOR FROM YOU

• A Passion for hospitality you are all about creating memorable experiences for others no matter what time of day.
• 2 3 years experience in a leadership role within hotels
• Confident knowledge of the OnQ PMS
• You cope well under pressure and are confident to handle crisis situations
• You drive a high-performance culture setting clear expectations empowering your team and holding them accountable.
• You are a critical strategic thinker with the ability to challenge the way things are done to drive continuous improvement.
• You are a great role model inspiring your team to strive for excellence.
• Ability to communicate effectively in English both verbally and in writing.

THE PERKS

• Company Discount on rooms
• Generous recommend a friend scheme
• Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
• Access to a 24/7 Employee Assistance Program
• Discounts on the hotel food & beverage
• Recognition incentives
• Team Member Events
• Complimentary meal on duty in the Team Member canteen
• Parking for mopeds scooters and bicycles

ABOUT GRADUATE HOTELS

Graduate Hotels is a unique collection of handcrafted hotels in the most dynamic university towns around the globe including Graduate Cambridge and The Randolph Hotel in Oxford. We give life to physical spaces through thoughtful design and strong community ties. Graduate Hotels provides students locals and visitors alike a place to reflect and celebrate the unique energy of each Graduate community.

As a Graduate Hotels Team Member you are the one shaping guest experiences. You like to wear multiple hats and consider yourself a local expert storyteller team player and creative thinker. Visit us at .

EQUAL OPPORTUNITIES

We are committed to recruitment practices that do not discriminate against any job applicant because of age disability gender reassignment race religion or belief sex sexual orientation marriage and civil partnership and pregnancy and maternity.

RIGHT TO WORK

In line with the Asylum and Immigration Act 1996 we do require all applicants to have the eligibility to live and work in the United Kingdom.