Assistant Front Office Manager

Mount Royal Hotel Edinburgh by the Unlimited Collection is seeking a charming and engaging Assistant Front Office Manager with a passion for service excellence. You will report to the Front Office Manager, supporting/working towards providing our guests with memorable experiences of the city.

• Ensure consistent and courteous service for all guests, actively challenging deviations from Ascott standards and quality service levels.
• Manage and lead contribution towards key hotel KPI’s – DQA, ASR Enrolments and conversion, GRI performance
• Manage response to all guest feedback in the set-out timelines
• Process weekly rotas and payroll to given deadlines as per ADP and HR
• Manage key-client relationships to optimize potential and analyse results from Balanced Scorecard and System audits.
• Oversee the guest ledger and accounts, maintaining accurate control of billing, and manage departmental costs per the Head of the department's directives.
• Proactively handle no-show charges, chargebacks, and outstanding payments, overseeing credit/debit card refunds, and ensuring Front Office team's proactive invoice checks and client communication.
• Demonstrate a proactive and consistent approach to stock control, cost control, and cash control.
• Display innovation in skills development and standards enhancement within the team.
• Ensure recruitment, training development, and staffing levels meet requirements while balancing a management style directed by the Head of the department, combining both 'hands-on' and strategic elements.
• Actively participate in internal promotions such as room upsell and F&B promotions, setting an example through leadership.
• Support overall business objectives in terms of revenues, costs, and teamwork, emphasizing personal competency development.
• Exhibit a proactive approach to delivering and championing company and operational standards.
• Address guest queries promptly and maintain accurate records of all correspondence.
• Ensure timely and accurate completion of all necessary administration work.
• Plan and manage occupancy according to guest requirements and availability.
• Implement systems and processes to effectively meet legislative requirements.
• Maintain impeccable standards of appearance and grooming, always wearing the company uniform and badges.
• Be aware of fire procedures, operate firefighting equipment, and follow evacuation procedures, complying with all Health and Safety guidelines and reporting duties as instructed by the Company.

• Previous experience within a similar role is essential.
• Previous high volume hotel experience is preferable.
• Outstanding customer service experience is essential.
• A capability and commitment to delivering high levels of customer care.
• Experience of working as part of a winning team
• Ability to remain calm

• Genuine career opportunities within our business
• Valuable on the job training, along with access to our digital online learning platform and numerous other learning and development opportunities
• Staff incentives when you and the team perform

The Unlimited Collection is a brand of The Ascott Limited. At The Ascott Limited, we embrace diversity, equity, and inclusion, welcoming applicants of all backgrounds to create a supportive and thriving workplace where everyone can contribute their unique perspectives. A trusted hospitality company, Ascott’s presence extends across Asia Pacific, Central Asia, Europe, the Middle East, Africa, and the USA. Its diversified accommodation offerings span serviced residences, coliving properties, hotels and independent senior living apartments.

Ascott's award-winning hospitality brands include Ascott, Citadines, lyf, Oakwood, Somerset, The Crest Collection, The Unlimited Collection, Fox, Harris, POP!, Preference, Quest, Vertu and Yello. Through Ascott Star Rewards (ASR), Ascott’s loyalty programme, members enjoy exclusive privileges and offers at participating properties.