Front of House Team Leader


39 hours per week

The Hard Rock Hotel is a 4-star deluxe hotel in the West End of London, just off Oxford Street. The hotel offers a combination of contemporary design throughout 1019 bedrooms, as well as meeting rooms and the modern Brasserie restaurant. The hotel also has its own destination Momentus bar, as well as a dedicated conference centre.

The Role

Our Front of House Team Member is an essential point of contact for all of our guests, they will always deliver a warm welcome, ensuring guests receive a quick, efficient and professional service. The Front of House team make that all- important first impression. Taking the opportunity to really get to know the guest and anticipate their needs, they are always ready to go the extra mile for our guests.

JOB RESPONSIBILITIES / MAIN DUTIES.

  • To lead a multi-skilled team of Front of House Team Members
  • Control the activities of the shift team, ensuring that all front of house team members carry out their duties and responsibilities to the standards required. Deputise for any absent front of house team member/ Reception Manager
  • Allocate tasks and check results against set standards. Promote team spirit, co-operation and job satisfaction at all times
  • Ensure that all supervisory tasks are completed in line with standards, check lists and be able to forward plan
  • Acting as a point of contact for guests, dealing with any queries both in person and on the phone
  • Conducts a friendly and efficient check in and check out
  • Ensures any arrivals requests are communicated to the relevant person and carried out
  • Maintains guest profiles in the Hotel Property Management System, ensuring information is up-to-date and accurate
  • Gets to know regular guests and takes steps to personalise guest stay to build guest loyalty
  • Promotes upgrades and upsells hotel products and services where appropriate to drive revenue
  • Has full knowledge of hotel facilities and services as well as those in the local area
  • Makes arrangements for early arrivals and room moves as required
  • Monitors the Reception inbox and replies to emails from guests, colleagues and third party suppliers
  • Carries out handover at start and end of shift with Housekeeping and other relevant departments
  • Carries out general administrative tasks including, but not limited to; Advance purchase bookings; City Ledgers; Checking rates and reservations; checking backups for bookings; Room allocations; Running credit limit reports; VIP rooms and specific requests

What we look for


What's in it for you?

  • 20 days holiday plus 8 Bank Holidays
  • Discounted rates on hotel rooms, food and drink across the glh group
  • Interest free season ticket loans (conditions apply)
  • Access to a 24/7 Employee Assistance Program
  • Long Service Awards
  • Pension and Healthcare Schemes
  • Generous recommend a friend scheme
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
  • Wonderful Person of the month scheme with cash prizes
  • Childcare vouchers
  • Staff refreshments on shift