Team Leader (Front Office & Food and Beverage) – Arnos Vale, Bristol

Team Leader (Front Office & Food and Beverage) – Arnos Vale, Bristol

Job Type: Full Time – 40 hours per week

Arnos Manor Hotel is a beautifully unique 73-bedroom hotel bustling bar, restaurant and adaptable meeting and event space for 200 all within a beautifully unique listed building. Being built in the 17th century Arnos Manor has retained many of its original features and charming character.

We are looking for a Team Leader to oversee both Front Office and Food & Beverage operations. This is a dynamic and varied role, with three days spent leading the Front Office team and two days supporting Food & Beverage service. You’ll play a key role in delivering outstanding guest experiences while ensuring smooth daily operations in both departments.

As a Team Leader-Front Office, you will play a key role in delivering exceptional guest experiences while leading and supporting the front office team. You will oversee daily front desk operations, ensure smooth check-in and check-out processes, and handle guest inquiries efficiently. This role requires strong leadership, problem-solving skills, and a passion for hospitality to maintain high service standards and maximize guest satisfaction.

As a Team Leader – Food & Beverage, you will ensure all aspects of our hotel’s Food & Beverage operations are carried out effectively on a day-to-day basis. You will be responsible for delivering high-quality service, optimizing guest satisfaction, and upselling across all Food & Beverage outlets, including restaurants, bars, room service, and banquet facilities.

Key Responsibilities

Front Office (3 Days per Week)

• Perform check-in/check-out procedures, ensuring efficiency and professionalism.
• Handle guest inquiries, complaints, and special requests with prompt and effective solutions.
• Manage reservations, room allocations, and billing processes.
• Ensure adherence to hotel policies, procedures, and brand standards.
• Collaborate with other departments to enhance guest experience and operational efficiency.
• Ensure that all of your colleagues are aware of the business on the books, including who our VIPs of the day are and any special requirements that may be needed. Within reception, and housekeeping for smooth request handling.
• Promote a positive environment where all colleagues at all levels are multi skilled to cover across Reception.
• Complete regular Duty Management shifts as directed by the rota, acting as a key ambassador for Guest Relations.
• Maintain an effective and secure key control procedure for your department.
• Comply with statutory and legal requirements for fire, health and safety, hygiene, licensing and employment laws and ensuring that all members of the team are also trained accordingly.
• Ensure that RezControl is used to its potential and that colleagues are trained on the system.
• Ensure all guest accounts are posted with correct charges and having the correct supporting documents.
• To be fully aware of the Companies’ cash handling and credit procedures, ‘No pay -No stay’, and to ensure all colleagues strictly adhere to them.
• Positively approach sales opportunities in order to maximise sales revenue to meet and exceed budgeted sales targets.
• Create a team environment which promotes good employee morale and ensures a high level of commitment and pride in the department and hotel.
• Support training delivery from day 1 to ensure that the team are well trained and confident.

Food & Beverage (2 Days per Week)

• Alongside colleagues ensure efficiency, quality, and compliance with health and safety regulations.
• Maintain exceptional service standards, responding to guest feedback and enhancing overall dining experiences.
• Support in the training and motivate a high-performing team, fostering a culture of excellence and teamwork.
• Supervise banquet and catering services to ensure seamless execution of events and functions.
• Ensure adherence to food safety, hygiene, and liquor licensing regulations.
• Support the Assistant Manager with planning and delivery of monthly training across all Food & Beverage areas which is relevant, and that measures are used to ensure the training is effective.
• Participate in all monthly stock takes as required and ensure that all processes for stock control are followed to maintain budget.
• Support with all administrative work to ensure it is completed in a timely manner i.e. completion of Access People, rotas, training plans, compliance modules on Mapal completed.
• In conjunction with the Assistant Manager, analyse and respond to all customer feedback and take appropriate action to rectify any issues.
• Ensure that all Food & Beverage areas are secure at all times in order to minimise any losses.
• Carry out Duty Management Shifts.
• Person specification
• Positively influence and lead a team.
• Confident with delivering training.
• Great customer service attitude.
• A hands on team player.
• Positive and polite demeanour.
• Accountable and a strong sense of pride in role.
• Strongly motivated to exceed goals and achieve success. High level of motivation, determination, and commitment.
• Ability to work under own initiative.
• Able to develop relationships with key colleagues.
• Able to work well under pressure and have solid problem-solving ability.
• Ability to manage and lead a team.
• Excellent communication and organizational skill.
• Professional manner and appearance.

Experience & Qualifications – Team Leader – Front Office/Food and Beverage

• Previous experience in Front Office and/or Food & Beverage leadership.
• Strong problem-solving skills and ability to work well under pressure.
• Excellent communication and people-management abilities.
• Passion for delivering exceptional guest experiences.
• Ability to multitask and adapt between different departments.
• Strong leadership and team management skills.
• Excellent knowledge of food and beverage trends.
• Ability to deliver outstanding guest experiences and handle high-pressure environments.

Benefits as a Team Leader

• Discounted accommodation (£30 per room per night) in other hotels within crest the group
• 50% off Food & Beverage in other Hotels within the Crest group
• Uniform
• Meal on Duty
• Training in house
• Free parking on site
• Company events (BBQ / Christmas Party)
• Long service award
• Shining Star of the quarter recognition
• Refer a friend to work bonus