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Front of House Manager - Amsterdam

col-wide 

Afdeling :

Receptie Guest Relations Telefonisten

Functie(s) :

Receptie: front office manager

Functie kenmerk :

Leidinggevend

Dienstverband :

Full time

Opleiding :

HBO

Werkervaring :

2 - 5

Geplaatst:

16.08.2017

Omschrijving vacature Front of House Manager vacature:

The Background
We believe in providing an outstanding guest experience for city explorers. Founded by two sisters who share a genuine love for travel, ClinkHostels is an innovative, fast-growing hostel business that currently has two locations in London totaling 1000 beds and further locations coming on-stream from 2015 including 850 beds in Amsterdam.  ClinkHostels is a dynamic, independent business with ambitious goals to strategically build a global brand and become a market leader in the international hostel industry.  The Clink Culture is at the core of everything we do and our values are, in summary; Our Guests, In-tune, Dedication and Difference. Our success is built on having capable leaders and a great team who understand how to deliver the exceptional social travel experience that we provide to our guests.

The Role
Role Purpose:- This role exists to ensure great guest experiences and amazing travel memories for our guests. ClinkHostels is a social hub for travellers and we enable this environment by informing, welcoming, checking-in and checking-out guests in a friendly and efficient manner- the Front of House Manager is the conductor and facilitator of this atmosphere working through and inspiring the Front of House team.  And thus, ensuring guests have a wonderful stay in London.
Role Environment:-
  • The role holder will inspire, manage and develop both the night and day reception teams in ClinkNoord
  • The role holder will collaborate with and report directly to the General Manager
  • The role holder will be required to work closely and collaborate with other Clink Teams (Reservations) and Heads of Departments (HODs)
The Key Responsibilities

In short: 
  • Full managerial responsibility for the Front of House team in ClinkNoord, this includes reception (day and night), the security team and the Travelshop
  • Lead, develop and manage the Front of House team
  • Responsible for key financial indicators: accurate till reports, meeting budgets and achieving travel shop sales targets
  • Deliver the above in a positive, professional and timely manner
In more detail (though not exhaustive):

People- ClinkHostels is a social hub for travellers and fundamental to creating a warm environment are our staff.
  • Lead and champion ClinkValues
  • Recruit, develop and engage staff with particular emphasis on cultivating Rising Stars
  • Train and monitor Front of House team's performance and development
  • Communicate and meet regularly with the teams as well as other HOD's to ensure  positive and lasting guest experiences
  • Responsible for excellent customer service
 Product- Clink facilitates great travel experiences for guests. 
  • Be an advocate of GEM (Guest Experience Meetings) and actively encourage staff to participate in these meetings, making it a dynamic tool to strengthen Clink’s market place
  • Promote the TravelShop and Bar as a tool to enhance Guest Experience
  • Ensure that all communications i.e. reviews, emails, phone, complaints and difficult situations are responded to in a proactive, positive and intuitive manner, based on Clink’s values
  • Promote innovation and initiatives that ensure Clink stays ahead of the market by being in-tune with our guests
 Profit- All businesses must be profitable to be sustainable. 
  • Maximise occupancy and bed revenue
  • Ensure development and delivery of good reporting e.g. ratings, charts, complaints and feedback
  • Financial responsibilities; cash handling, till reports and stock management & control
  • Ensure your team is knowledgeable about and promotes bar events, Travelshop and café promotions and all in-house facilities
 Community- ClinkHostels are a social hub and part of a wider community; a community of staff, travellers, other Clink teams, the hostel industry and your local community. 
  • Bring the ‘In Tune’ value to life by knowing what is happening in-house, locally and in Amsterdam
  • Collaborate with Clink Reservations to deliver excellent guest experiences
  • Maintain positive relationships with our neighours by ensuring staff, especially security staff keep noise levels to a minimum
  • Represent ClinkHostels in industry related events and maintain fantastic working relationship with bloggers, guidebook writers, tour operators, other hostels, etc.
  • Maintain a positive relationship with neighbours, council and police and when requested attend Community Council Meetings to ensure there is a good atmosphere with all interested parties

Functie eisen Front of House Manager vacature:

KNOWLEDGE

Essential:
  • At least 2 year experience in the hospitality environment
  • At least 1 year experience managing or supervising teams and individuals
  • Experience in a busy environment
  • Strong communications skills and affinity with coaching and training
  • Experience doing administrative duties
  • Cash handling experience
  • Educated to degree or equivalent within a relevant subject i.e. Travel and Tourism
Desirable:
  • An appreciation and love of the hostel industry
  • Experience staying in backpacker hostels
  • First Aid training
  • Experience in working in a client facing position 
SKILLS & BEHAVIOUR

Essential
 
  • Excellent organisational and planning skills
  • Excellent people management skills
  • Excellent communication skills
  • High energy and flair 
  • Problem solving
  • Personable
  • Dynamic
  • Team builder and player
  • Works autonomously
  • Proactive and tenacious 
  • Flexible
  • Ability to work under pressure
  • Commercially aware
Desirable
  • Fluency in two or more European languages
  • Fluency in Dutch