Main Responsibilities:

1 Co-operates and co-ordinates with other head of departments within Chelsea FC whenever necessary and communicates with them on a regular basis.
2 Competent and happy to assist with showrounds and Sales support for clients and customers of Millennium & Copthorne Hotels as well as Chelsea FC.
3 To lead and direct all Front of House staff in the execution of their duties to maximise the operational efficiency of the area.
4 To ensure that the highest level of service is provided to all guests and clients of the hotels by Front of House staff to maximise guest satisfaction.
5 To effectively monitor and review all departmental and system standards as well as policies and procedures of the hotels.
6 To ensure that an effective structure of communication within the department is established and maintained at all times so that all staff members are fully aware of relevant information pertinent to their role as well as all promotions/events within the hotel, locality or the Football Club.
7 To be fully conversant with all legislation and hotel policies in respect of hotel sales, practical employment law, payment of services, registration of guests, security procedures and data protection and ensure they are complied with at all times.
8 To ensure that all control procedures pertaining to the processing of revenue are adhered to. Any discrepancies are reported in the correct manner.
9 To control costs in order in line with the departmental budget and forecasts.
10 To work closely with the Revenue Manager in order to maximise room yield and profitability.
11 To ensure personal development plans are in place and reviewed as per company standard.
12 To ensure that all FOH staff attend the health, safety and fire training in order to conform to legal requirements.
13 To ensure appropriate standards of conduct, dress, hygiene, uniforms, appearances are maintained at all times.
14 To ensure all Front of House staff are treated equally and fairly.
15 To ensure daily briefings take place for FOH staff team and to organize or ensure meetings are held within all FOH departments on a regular basis and minutes are taken and kept for a minimum of 18 months.
16 To analyse, offer, authorise or qualify special rates and rebates per policy and guidelines.
17 Effectively manage on-the-day availability such that occupancy and revenues are balanced and maximised.
18 To participate and contribute in forecast meetings, ensuring Minor Operating Departments are properly reviewed and represented.
19 To interview, recruit, appraise and discipline FOH staff as required in line with HR.
20 To ensure no show and book out processes and administration are taken care of to standard.
21 To actively participate in monthly management reviews to ascertain and explain revenue and cost variances within areas of responsibility and make recommendations in line with forecast and budget for future months.
22 To assume local hotel responsibility for front of house systems and demonstrate good working knowledge of systems and their service contracts.
23 To ensure that teams are pro-active in delivering the best possible service to guests, understanding the different types of customers and how they can be best looked after.
24 To check the Front of House areas on a regular basis, communicating maintenance and health & safety concerns in the appropriate manner.
25 To correspond with guests as required and promptly, ensuring queries, comments and complaints are managed to the best possible satisfaction of the business and customer.
26 To ensure a defined and understood difference of customer service and provision is executed in both the Millennium and the Copthorne Hotel.
27 To ensure Duty Management is available all day and every day.
28 To attend any training sessions as required.
29 To adhere and demonstrate compliance with the Health & Safety at Work Act, any statutory compliance, Hotel Fire and Emergency operations.
30 To ensure a high standard of personal hygiene and appearance at all times.
31 Competent and happy to assist with showrounds and sales support for clients and customers of Millennium & Copthorne Hotels as well as Chelsea FC.
32 To carry out additional management duties as reasonably requested.

Measures of Performance:

1 Guest Service Matrix
2 Duty Manager Log
3 Food Alert audit.
4 Monthly health and safety returns
5 Allowances and rebates
6 RevPAR statistics (RGI, MPI and ARI) and P&L accounts

Person Spec

1 You should also have excellent communication skills - both written and verbal and have a working knowledge of Opera or a similar system.
2 Previous Front Office Management/ Reception Manager experience in +200 bedroom London hotel
3 Team management skills are essential in 2 or more hotels of 4 star or above
4 Excellent customer service standards

The Employee must ensure a positive commitment towards equality and diversity by treating others fairly and not committing any form of direct or indirect discrimination, victimisation or harassment of any description and to promote positive working relations amongst Employees and customers.

The above Job Description is not intended to be exhaustive, the duties and responsibilities may therefore vary over time according to the changing needs of the Club.