THE NOMAD WAY

Hospitality is at the core of what we do and who we are. It’s more than just a job; it’s a path to a career in our industry. Many of us at NoMad have grown from within these walls and we pride ourselves on providing these opportunities. We thrive to achieve our vision to be a thriving hotel combining the best of New York hospitality with London charm. Our values connect us; our behaviours guide us; and our non-negotiables drive us.

Welcome to NoMad London

OVERVIEW OF ROLE

Provide quality services to our guests and create memorable experiences for them; handle guest incidents and follow through until full resolution; supervise front desk in service delivery; support Receptionist in upselling room categories; work closely with other departments. Responsible for overall management of the daily operation. 

EXPECTATIONS

The Assistant Front Office Manager is expected to:

• Always maintain a consistently professional demeanor.
• Represent NoMad London positively in all interactions with internal and external stakeholders.
• Always adhere to company policies and procedures, including but not limited to Health & Safety policies, HR guidelines and compliance trainings.
• Effectively manage workload and responsibilities with efficiency.
• Foster clear and effective communication within the team, across departments and between both hotels and management.
• Exhibit strong leadership skills to guide and inspire the team.
• Champion our company values and foster a positive and collaborative approach across all departments. 

RESPONSIBILITIES

The main responsibilities of the Assistant Front Office Manager are summarised below, the list is not exhaustive: 

• Ensure that the reception team projects a warm, professional, and welcome image by creating a positive, encouraging, and fun place to work for our team.
• Responsible for supervising the reception team with the running of the daily operations and looking after guest during check-in and check-out.
• Manage a team of Duty Managers and Night Managers, providing support and cover to Duty Managers and Night Managers where necessary.
• Maximising the guest experience whilst by responding to guest reviews online; proactively seeking guest feedback; and having open communication with team members and guests to identify any preventable issues from arising. And responding to guest feedback in a timely manner.
• Assist the Front Office Manager (FOM) with ensuring spending remains within budget by understanding what is necessary for hotel performance. Getting involved in placing orders, tracking expenditures and monthly reports to be sent to the FOM.
• Where necessary, attend morning operations meetings in the absence of the FOM to be familiar with daily arrivals.
• Having sound knowledge of hotel policies and procedures to ensure compliance within the team, including health and safety, fire safety etc.
• Raise concerns to the FOM regarding team member performance, where appropriate. Supporting with People & Development policies to ensure management of situations, including investigations and performance management.
• Supporting the FOM to ensure corrective training is implemented based on the feedback received.
• Develop and implement new standard operating procedures (SOPs) to enhance front office operations.
• Help create a positive, encouraging and fun place to work for our team.
• Drive upsells identifying opportunities for the reception team to upsell rooms categories, packages, and additional services.
• Work closely with the FOM to support with finance follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, cashier handling etc. Monitor spending on company cards ensuring all administrative recording has been completed accurately.
• Shift coordination, create rotas and monitor team attendance, checking clock in/out systems ensuring accurate hours are recorded ready for payroll and any lateness/absence is recorded
• Responsible for emergency and health/safety related situations.
• Maintaining knowledge of all that is going on in the hotel, city information and event activities; and remaining commercially aware to be always up-to-date and advise the FOM and Director of Rooms where requested.
• Assisting with recruitment, reviewing CV’s and conducting interviews.
• Responsible for monitoring and controlling room inventory management with maximum efficiency.
• Ensure sensitive information about guests, staff or business is kept confidential.
• Adhere to task list and responsibilities communicated by management.
• To undertake any other reasonable task or request as directed by the management.

WHAT WE OFFER

• £750 Refer a Friend Scheme
• 50% Employee discount in F&B outlets
• Pension Scheme
• Complimentary family meal and quality coffee/hot drinks whilst on duty
• Growing team with great training and progression opportunity
• Paid break and annual leave
• Good work/life balance 
• Your birthday off (paid) after one year of service
• Hotel discount
• Wagestream
• Private Health Care
• Experience Stay - Breakfast included
• 5 days of paid sick leave for every rolling 12 months 
• Additional holiday for each completed year of service

Please note whilst we wish we could respond to all applicants, only those shortlisted will be contacted.

THE NOMAD WAY

Hospitality is at the core of what we do and who we are. It’s more than just a job; it’s a path to a career in our industry. Many of us at NoMad have grown from within these walls and we pride ourselves on providing these opportunities. We thrive to achieve our vision to be a thriving hotel combining the best of New York hospitality with London charm. Our values connect us; our behaviours guide us; and our non-negotiables drive us.

Welcome to NoMad London

OVERVIEW OF ROLE

Provide quality services to our guests and create memorable experiences for them; handle guest incidents and follow through until full resolution; supervise front desk in service delivery; support Receptionist in upselling room categories; work closely with other departments. Responsible for overall management of the daily operation. 

EXPECTATIONS

The Assistant Front Office Manager is expected to:

• Always maintain a consistently professional demeanor.
• Represent NoMad London positively in all interactions with internal and external stakeholders.
• Always adhere to company policies and procedures, including but not limited to Health & Safety policies, HR guidelines and compliance trainings.
• Effectively manage workload and responsibilities with efficiency.
• Foster clear and effective communication within the team, across departments and between both hotels and management.
• Exhibit strong leadership skills to guide and inspire the team.
• Champion our company values and foster a positive and collaborative approach across all departments. 

RESPONSIBILITIES

The main responsibilities of the Assistant Front Office Manager are summarised below, the list is not exhaustive: 

• Ensure that the reception team projects a warm, professional, and welcome image by creating a positive, encouraging, and fun place to work for our team.
• Responsible for supervising the reception team with the running of the daily operations and looking after guest during check-in and check-out.
• Manage a team of Duty Managers and Night Managers, providing support and cover to Duty Managers and Night Managers where necessary.
• Maximising the guest experience whilst by responding to guest reviews online; proactively seeking guest feedback; and having open communication with team members and guests to identify any preventable issues from arising. And responding to guest feedback in a timely manner.
• Assist the Front Office Manager (FOM) with ensuring spending remains within budget by understanding what is necessary for hotel performance. Getting involved in placing orders, tracking expenditures and monthly reports to be sent to the FOM.
• Where necessary, attend morning operations meetings in the absence of the FOM to be familiar with daily arrivals.
• Having sound knowledge of hotel policies and procedures to ensure compliance within the team, including health and safety, fire safety etc.
• Raise concerns to the FOM regarding team member performance, where appropriate. Supporting with People & Development policies to ensure management of situations, including investigations and performance management.
• Supporting the FOM to ensure corrective training is implemented based on the feedback received.
• Develop and implement new standard operating procedures (SOPs) to enhance front office operations.
• Help create a positive, encouraging and fun place to work for our team.
• Drive upsells identifying opportunities for the reception team to upsell rooms categories, packages, and additional services.
• Work closely with the FOM to support with finance follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, cashier handling etc. Monitor spending on company cards ensuring all administrative recording has been completed accurately.
• Shift coordination, create rotas and monitor team attendance, checking clock in/out systems ensuring accurate hours are recorded ready for payroll and any lateness/absence is recorded
• Responsible for emergency and health/safety related situations.
• Maintaining knowledge of all that is going on in the hotel, city information and event activities; and remaining commercially aware to be always up-to-date and advise the FOM and Director of Rooms where requested.
• Assisting with recruitment, reviewing CV’s and conducting interviews.
• Responsible for monitoring and controlling room inventory management with maximum efficiency.
• Ensure sensitive information about guests, staff or business is kept confidential.
• Adhere to task list and responsibilities communicated by management.
• To undertake any other reasonable task or request as directed by the management.

WHAT WE OFFER

• £750 Refer a Friend Scheme
• 50% Employee discount in F&B outlets
• Pension Scheme
• Complimentary family meal and quality coffee/hot drinks whilst on duty
• Growing team with great training and progression opportunity
• Paid break and annual leave
• Good work/life balance 
• Your birthday off (paid) after one year of service
• Hotel discount
• Wagestream
• Private Health Care
• Experience Stay - Breakfast included
• 5 days of paid sick leave for every rolling 12 months 
• Additional holiday for each completed year of service

Please note whilst we wish we could respond to all applicants, only those shortlisted will be contacted.