Front of House Manager
Graduate Hotels is seeking a Front of House Manager to join The Randolph Hotel in Oxford and its brilliant team. Following a busy 2023, the demand for the hotel continues to grow and they are therefore actively seeking to fill this position. The current FOM has been promoted to a different role within the hotel.
The landmark 151-bedroom Randolph Hotel is part of the Graduate Hotels collection and went through a full multi-million-pound refurbishment in 2021. The boutique hotel takes inspiration from the prestigious Oxford University, with nods to college architecture and crests.
This hands-on role is ideal for an inquisitive, passionate, and customer-focused rooms specialist to establish clear strategies and goals to improve team member and guests’ experiences while also increasing revenues and controlling costs. The Front of House Manager will help shape the hotel’s strategic direction and be a brand ambassador for Graduate Hotels, working with the Senior Leadership to deliver KPIs. Reporting directly to the Rooms Director, and supported by Heads of Departments, you will be responsible for ensuring the smooth and efficient running of the following: Reception, Concierge, Porters, Nights and Hotel Health & Safety. You will ensure all departments operate successfully and to brand standards. Whilst hands-on when the demand requires, you will also have a commercial focus and know all parts of your business – driving and monitoring guest experience and commercial success.
THE TASKS AND RESPONSIBILITIES
- Manage the hotel’s daily operations, ensuring that the team deliver inspiring service.
- Assist in the development of meaningful, achievable hotel budgets and other short- and long-term hotel strategic goals.
- Provide effective leadership to the hotel management team and team members to ensure targets are met and exceeded.
- Manage a team of Managers to ensure that their departments are well run, delivering brand standards, and Team Members are creating memorable guest experiences.
- Ensure that costs are controlled and that they maximise the productivity of the team through effective rostering.
- Keeping the team up to date about departmental, hotel and company activities through daily communications to enable the team to communicate effectively with guests.
- Monitor and review guest feedback to ensure that we learn from it and implement strategies to make the necessary changes to keep the hotel moving forward in providing exceptional service.
- To lead and develop an energetic workforce, being involved in recruitment, learning and development, employee relations issues and team engagement initiatives. Support the General Manager with projects as well as the daily operation of the hotel.
- To look strategically to improve procedures through review and development of current processes.
- Develop training plans, manuals, and SOPs, ensuring the company values and brand standards are embodied within the departments.
- Participate in conducting weekly inspections of the property to ensure it is kept in optimal condition.
- Take full accountability for health and safety and ensure action is taken as and when necessary.
- Lead operational duty manager training for managers, supervisors, and team members.
- Always look for new streams of revenue.
- Be financially aware – involvement in forecasting, budgeting, and end-of-month reporting.
- Attend and manage any incidents or accidents involving guests or Team Members.
- This role will include duty management responsibilities and shifts.
- Hold regular briefings and communication meetings with the HOD team
WHAT THEY ARE LOOKING FOR
- The hotel is looking for a charismatic, strong, driven individual, a genuine all-rounder operationally, who has a background in hotels.
- A minimum of 2 years’ experience working at Front of House Manager or Reception Manager level.
- You drive a high-performance culture, setting clear expectations, empowering your team, and holding them accountable.
- You are a critical, strategic thinker, evaluating the changing context, challenging the way things are done and driving continuous improvement.
- You are able to work under pressure in a fast-paced environment and confident in making important decisions.
- You will have a positive “can-do” attitude, be a proactive planner and be a great communicator to all stakeholders within the company.
- This is not a 9 to 5, Monday to Friday role, so working in the evening, at weekends and on public holidays is expected.
- You will be proficient in all things tech.
- Knowledge of the hotel property management systems – Opera (Advanced).
THE PERKS
- Market leading rates of pay
- 10% Discretionary Bonus
- Company Discount on rooms plus free night stays each year
- 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
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. They 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 www.GraduateHotels.com.
