Crowne Plaza - Front Office Supervisor inBelfast inBelfast PUBLISHED 28 APR 2024

Job Description



Location:
Crowne Plaza Hotel, 117 Milltown Road


About Us


Andras Hotels is Northern Ireland’s largest hotel group with nine hotels in Belfast, Coleraine and Portrush, two apartment complexes, a Café Bar and a Health Club and Spa. We are rapidly expanding our portfolio and we are dedicated to promoting tourism and hospitality across the country. We develop our people through our Andras Academy, the industry Wellbeing and Development Promise, and we are proud to be signed up to Green Tourism.


What is the job?


The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office supervisor you will product quality standards are met and that optimum service is provided to all hotel guests according to the hotel’s and brand standards.


Hours


40 hours


Pay


Up to £ 14.39, depending on age


What We Offer

• Discounted Hotel Rates across ‘000’s of hotels worldwide for employees and for family and friends
• Health Care Cash Plan
• Diamond membership of Kingsbridge Hospital Group
• Enhanced Pension Scheme
• Enhanced Maternity Pay
• Enhanced Paternity Pay
• Cycle to work
• Recruit a friend scheme
• Employee Appreciation and Social Events
• Employee of the Month Award
• £20 for completion of FLOW training
• Increased Annual leave with service
• Discount at Bodyscape – Employee rate and family and friend rate
• Cyrospa discount rate at Bodyscape
• Communication and advice on Health and Wellbeing
• Andras Academy – Training and Development Programmes and progression opportunities within the Andras Hotels Group
• Work for globally renowned Hotel Brands
• Reward Club Incentive Scheme
• Hotel Incentive scheme
  
  

About The Role



Main Duties and Responsibilities



People

• Assist the Front Office Manager in all aspects of their duties
• Assisting in managing the efficient operation of reception.
• Meeting Andras Hotels and IHG Targets including IHG enrolments, financial and quality targets, etc.
• Communicate objectives and budgets to the team, ensuring objectives are set and targets are met
• Measuring and communicating results at meetings
• Liaise with Housekeeping Department to ensure room image is maintained and the rooms policy is adhered to
• Maintain inter-departmental relationships to ensure seamless guest services
• Provide input for Front Office Department Meetings and deputise in cases of absence
• Support the Front Office Manager to ensure employee orientation, training and succession planning is carried out to standard
• Actively participate in training and development programs and maximise opportunities for self-development
• To assist the Front Office Manager in the development of the reception team and actively coach on hospitality skills, department procedures etc.
  
  

Guest Experience

• To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales
• Supporting the Front Office Team enabling them to meet all guest requirements effectively.
• Maintenance of guest information
• Maintenance of information about local events
• Responsible for group bookings
• Assisting Management with serious complaints
  
  

Responsible Business

• Demonstrate awareness of health and safety policies and procedures and ensure all procedures are conducted safely and within guidelines
• Demonstrate service attributes in accordance with industry expectations and company standards
• Familiarise yourself with the company values and model desired behaviours
• Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety
  
  

Financial

• Control the availability of rooms, rooms types, accuracy of room count and rate categories
• Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Compile statistics for front office and provide reports relating to that area
• In conjunction with the Front Office Manager interpret the department's budget
• Gain understanding of the departmental goals and financial targets and support your Line Manager to achieve these targets
• Compile occupancy statistics
• Cash handling and banking procedure
• Dealing with irregular payments
• Assisting in credit policies and facilities
• Assisting in cash security procedures
  
  

How do I deliver this?


We genuinely care about people, and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all Crowne Plaza hotels.

Crowne Plaza hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
  
  

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.


The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.



Skills Needed



About The Company


Andras House Ltd is