Front of House Manager

Call it what you like – but what we’re really after is someone to put the HOT into HOTEL. You see, when we launched the first Hotel Gotham in Manchester, it was billed as ‘Europe’s sexiest hotel’. Now it’s Newcastle’s time to enjoy the Gotham effect. So, whoever takes on this role will be enthusiastic and passionate as Hotel Gotham is more than just business. Gotham is a way of life. A vibe. A 5-star-studded, theatrical, vibrant, stylish, dramatic experience – for guests and staff. Gotham Newcastle is located in the Old Fire Station which was originally built in 1931–1933 based on designs by Cackett, Burns Dick and Mackellar. Baroque Revival in style, a handsome steel framed building with rusticated Portland stone and brick cladding. As our Front of House Manager you will take care of the stage for a sumptuous hotel experience offering opulence and luxury. Give our guests the amazing VIP treatment from when the curtain lifts on entry to the hotel, along with during hotel check in and departure. You must be fully flexible working 5 over 7 days and a variety of daytime or evening shifts. You’ll join a friendly, talented and dedicated cast who deliver exceptional service. The ideal candidate will have superb personal presentation and terrific team spirit. We're looking for fabulous communication skills, superb organisation and attention to detail along with a strong ethos for teamwork. Apply for our role now if you have the passion for giving guests a truly memorable experience. Key Accountabilities To ensure the rooms and guest experience departments encompass the Gotham brand entirely. To promote positive working relationships with the associates of the front of house team, and all other departments. To promote and sustain teamwork within the front office team. To assist with quality line management responsibilities of all front of house team and wider operations. To promote communications as directed by the OM & GM. To deliver daily briefs to front office associates that clearly communicates Review Pro statistics and targets, and set goals to maintain a promoter score of 85% or higher. To be an essential point of contact for guest complaints and resolve them to a high standard, whilst also ensuring the front of house team are approaching this with a first resolution attitude and are trained/equipped accordingly. To ensure the front of house team are reviewed and developed, and devise realistic and tangible objectives that align to the overall strategy. To ensure that all SOP manuals are kept up to date and are used as the training tool within departments. To be fully committed to providing the highest levels of customer service to internal and external clients/guests at all times. To undertake regular evaluations of Review Pro to ensure that consistency of standards and customer care is met at all times. To be proficient in Hotel accounting procedures including the use of all computer systems, and ensure compliance with accounting procedures at all times. To meet and greet VIP guests ensuring that this information is fully communicated to other departments in the hotel. To be involved in engaging and motivating all front office associates. To perform duty manager shifts, which will involve being a first point of contact for associates and guests, communicating effectively between departments, and maintaining the health and safety of the daily operation. To ensure full operation and efficiency of the night team, responsible for the development and guidance of the management team alongside the night efficiency and team members. Ensuring all reservations for the hotel, and food and beverage outlets will be maximised and dealt with to the highest standard throughout the front office team. Guaranteeing the occupancy, room assignment and future planning of the rooms system is at full potential and efficiency. We don’t like hospitality. We love it. We’ll offer you a competitive salary and incentives, ample scope for personal development and discounted hotel stays for you, your family, and friends. Not everyone you meet exudes positivity about careers in hospitality … long hours and all that. We do. We actually love hospitality. We think Hotel Gotham is a joyous, vibrant, exciting hotel brand. Come and hit us with your enthusiasm for this exciting role.

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