Front Office Training Manager
- Marylebone, Central London
- Permanent
- Full-time
- To maintain a constant focus on quality - both in terms of the product and service offered.
- To develop and maintain a high level of product knowledge and local area knowledge.
- To ensure full compliance of the team for all Health, Safety and Security policies and procedures.
- To actively participate in any training and development activity designed to improve standards and performance levels.
- To conduct performance and development reviews with team members as required and ensure both individual and team performance is to standard and in line with expectations.
- To create a high performance working environment which encourages, rewards and recognises the delivery of the Proud and Brand Values and Company vision.
- To establish and maintain consistent and effective operational procedures and standards within the department to ensure that customer service is consistently high.
- To ensure guest complaints are dealt with in a thorough and professional manner by utilising effective problem resolution skills and behaviours.
- To monitor guest satisfaction feedback and initiate any business / continuous improvement activity to achieve world class service. To conduct regular divisional briefings and ensure all Front Office team members are aware of their responsibilities.
- To conduct employee related matters in a professional and confidential manner in accordance with HR policies and procedures.
- To participate in and contribute to the Proud culture.
- To evaluate training needs and ensure the development and co-ordination of the departmental training plans are executed in liaison with the Learning and Development department.
- To be fully aware of and ensure adherence to the health and safety regulations and promote a safe environment for yourself, your colleagues, and our guests
- TripAdvisor Incentives
- Generous Service Charge
- Upselling incentives
- Holiday allowance increasing with length of service up to 25 days
- Free meals on duty
- 50% discount when dining with The Doyle Collection
- Discounted rates when staying in our hotels
- Training dedicated to personal development
- Cycle to work scheme
- Discounts in selected stores and online shops
- Life Insurance and Company Pension
- Complimentary uniform and dry cleaning
- One paid volunteering day per year
- Free access to the Employee Assistance Programme
- Hotel Incentives and rewards
- Staff summer parties, Christmas parties and regular team get togethers
- Refer a Friend bonus scheme