Front Office Manager

As Front Office Manager you will impact and influence key decisions and strategies within the business. As part of the senior leadership team, this highly visible role will be responsible for overseeing and coordinating the customer journey from arrival through departure and all in stay requirements. Working closely with the General Manager and Operations Manager this position will be expected to lead on the implementation and execution of all front office customer delivery strategies. You will embrace every opportunity to create extra special moments for our guests to provide a personal experience our guests will want to share. Main Responsibilities:

• Developing and implementing departmental strategies that will grow customer performance and excellence delivery
• High visibility during key guest demand periods delivering a total lobby experience
• Delivery of monthly Net Promoter and Guest Review Index arrival/in stay/departure targets
• Ownership of the full arrival/in stay/post stay services feedback
• Ownership and measurement of customer preferences profiling in the PMS
• Delivery of over 90% completed Management response on Review Pro
• Responsible for creation, management, and fulfilment of departmental budgets
• Delivery of suggestive upselling training forming part of guest value proposition
• Hosting of weekly and monthly strategy meetings with operational teams and General Manager reviewing key metrics and performance indicators
• Daily / weekly payroll cost analysis in accordance with forecasted and materialised occupancies to ensure optimal performance and immediate overspend correction
• To consistently conduct time in motion studies across all Front office functions in accordance with technology and process adoption identifying incremental efficiencies
• Development of a multi skilled guest services team that can work across the whole of the front of house (including appropriate F&B) to deliver payroll flexibility with minimal hierarchy
• Proactively work with Recruitment and Engagement in supporting local apprenticeships
• Implement the 'giving something back' initiative developed through the company charter
  
  We love to welcome people with different experiences and from different places into our Apex family. We want to ensure you get the best experience from the role you begin your journey with us in. To excel within this role, you will have:
• Customer centric driven with a clear focus and ability to enhance the customer journey
• Clear and influencing communicator with the ability to interact across all levels
• Ability to adapt and drive a continuous growth and transformational mindse
• Identifies and manages best resources to achieve targets
• A strong understanding of related Health and Safety requirements
• Coaching, supporting and challenging approach to deliver operational targets
  
  The Apex City of London is tucked away on Seething Lane, a tranquil street next to the medieval St Olave's Church. Yet it's just moments from the Tower of London and Fenchurch Street Station making it unbelievably central for travel, culture and business.
  
  You will work with great people, enjoy your time at work, develop new friendships, networks, and skills, and of course you will also receive a competitive rate of pay and a generous range of employee benefits which includes:
• 35 days holiday
• Training and development from day one
• Employee events and celebrations
• Inhouse company interactive employee communication APP
• Entry to our state-of-the-art gym and pools
• Healthy meals to enjoy while you're working.
• Access to an external Employee Assistance Programme
• Financial Wellbeing App Wagestream, allowing you the flexibility to get paid earlier than your normal monthly pay date.
• £200 referral bonus when your friends or family join the team.
Following your first successful 3 months, you'll also receive ……
• Access to our discounts and wellbeing platform "Treat Yourself Here", unlocking savings and experiences for you and your family.
• Involvement in our employee of the quarter and annual recognition schemes
• Long service recognition
• Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two
• 50% discount in our restaurants
• Cycle to Work Scheme
• Discounted room rates for employees, friends, and family
• Spa treatments and product discounts
• Critical Illness & Life Assurance cover