Front of the house manager

The Role…

As Front of House Manager you are responsible for leading the Front of House team, in exceeding accommodation budgets. This will be done whilst providing service excellence to all members and guests, in line with the Soho House ethos, following the mystery shop guidelines and Standard Operating Procedures - Main responsibilities of the role include, but not limited to

Main Duties

• Being an ambassador for the Hotel and role model representing the Soho House ethos at all times by ensuring they are executed and maintained.
• Anticipate guest needs to enhance quality service in order to improve member and guest satisfaction and to train your department to deliver the same.
• Maintain a motivated and high performing team, so that all staff can continually provide service excellence to all guests and members.
• Ensure that all guests experience is priority at all times following the SH ethos – 92%+ at all mystery guest reports and 9+/10 on members feedback post-stay.
• Be an expert in complaint management, by proactively taking charge of any difficult situations in relation to member/guest complaints, ensuring each situation is resolved efficiently and effectively.
• Ensure that deadlines of daily responsibilities, such as reports, rotas and reviewing hours, are met.
• To be commercially aware and to monitor the site’s performance. Working with the Reservations & Revenue team to ensure that we are priced competitively. Achieve budgeted occupancy %, ADR and therefore Total Revenue for the site.
• Responsible for the induction and onboarding of all new staff within 2 weeks and continual development of existing staff.
• Attend the weekly HOD meeting to discuss best practice, performance & current challenges in the department that need to be addressed and resolved.
• Oversee the night team with their tasks and assisting the general management by ensuring all financial policies and procedures are followed. 92% is the target.
• Oversee the House-Keeping team.
  
  

• Passionate about the hospitality industry, people and guest relations, with experience in reception work in a busy, high volume venue.
• Proven track record in leadership with at least 1 years’ experience in a luxury/upscale property.
• Comprehensive knowledge of Opera PMS or other PMS.
• Proven ability to build and maintain good relationships with all stakeholders.
• Excellent people skills with a strong ability to communicate and listen effectively.
• Able to work shifts on a full-time basis across five days of any week, including weekends.
• Fluent level of English due to guest and member interaction.