Front Office Administrator

Job title:

Front Office Administrator

Company

RBH Hospitality

Job description

JOIN USAt RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey…OUR HOTELNestled in the vibrant heart of East London’s Royal Docks, the Crowne Plaza London Docklands offers an upscale experience with spectacular waterfront views. Just minutes from the ExCeL Exhibition Centre and close to London City Airport, this contemporary hotel boasts 210 stylish rooms, blending comfort with luxury, and caters to both business and leisure guests alike.Our facilities include Fremantle Bar & Kitchen, a chic restaurant serving modern cuisine, and our on-site gym, complete with a heated indoor pool, perfect for unwinding. Crowne Plaza London Docklands offers an inspiring place to work, where your energy and enthusiasm will be valued in a dynamic team atmosphere. If you’re looking to grow in a bustling environment with a commitment to exceptional guest experiences, join us!OUR BENEFITSYou will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional day’s leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream – choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!A DAY IN THE LIFE OF A RECEPTIONIST AT OUR HOTELSCOPE & MAIN PURPOSETo reduce the administrative burden on the reception team, allowing them to focus entirely on delivering outstanding guest service. This role supports the smooth daily operation of the Front Office by owning all administrative tasks, coordinating interdepartmental communication, and maintaining compliance and efficiency across all front-of-house operations.KEY OBJECTIVESTracking and maintaining hotel’s KPIs.Respond promptly to internal and external enquiries, feedback, and requests in line with brand standards and service expectations.Ensure timely and accurate completion of all reception related administrative task, reports and correspondent.Manage inboxes, guest pre-authorisations, and billing activity, ensuring timely follow-ups and escalation of discrepancies.Adhere to company’s GDPR compliance according to brand standards and RBH policies.Audit by reservation – Billing, deposit and tracking for high balance or outstanding accounts.In the absence of the GSA assist with pre-allocation of VIP rooms and special occasions, liaising with Housekeeping and Food & Beverage for special preparations and amenities.Support the team with all aspect of check-in/out including update and maintain guest reg cards/profile, group allocations, rooming lists, prepare group welcome packs, and personalised notes for arrivals.Monitor compliance with internal audit standards (passport uploads, profile accuracy, adjustment, refunds documentation, etc.).Monitor and coordinate requests via the hotel used platform, ensuring follow-up actions are completed, posting room service order, as and when required and ensuring guest satisfaction is maintained.Coordinate admin support for training, SOP updates, stock counts, Excel tracker and back-office upkeep.Provide break cover at the front desk and liaise with Supervisor and Reception Managers on escalated operational needs.Prompt response on phone calls whilst on duty.Lost property administration, parcel and luggage room upkeeping.Execute any reasonable task assigned by management.People, Profit and QualityPeopleMaintain a calm and supportive back-office environment to reduce operational pressure on reception staff.Support Reception team through consistent admin communication and tracking.Foster team collaboration through clear handovers and interdepartmental coordination.Assist in onboarding training and maintain training material updates.ProfitMinimise revenue leakage by monitoring pre-authorisations, high balances, and routing issuesChase outstanding payments, PMs and process credit limit letters to secure hotel fundsMaintain control over stock levels and resource use through effective stock trackingQualityTo deliver high standards customer service when attending phone calls, replying to email, feedback or using the guest messaging systemTo uphold RBH audit expectations and ensure reports are complete and submitted on timeTo keep all administrative areas and systems in order to support brand-level audit complianceTo ensure daily reg card are completed accuratelyTo maintain accurate and up-to-date guest records, including guest notes, preferences, profiles details in accordance with Company standards, procedures and legal obligationsTo monitor Canary communications and follow through with the appropriate department liaison and actionsTo be fully conversant with the Hotel policy on:Fire & EvacuationSecurity proceduresHealth & safety policyPersonnel & Training proceduresAll employeesTo attend training when requiredTo be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work.To participate in your annual review discussion and any subsequent conversations to review performance and objectives.To have a flexible approach to the hours you are required to work.To be fully aware of and adhere to the health and safety regulations concerning your employment and promote and safe environment for yourself, your colleagues and our guests.Due to the nature of our business this is by no means a complete listing of the responsibilities of the role and you may be asked to complete other duties as a result of a business need.Performance MeasurementTimely and accurate completion of admin tasks with minimal correction neededAccurate incentive, credit, and documentation are submitted dailyMinimal backlog in group prep, reg cards, reviews, and stock reportingRecognised support to Reception Manager and FOH team via daily feedback and tracking consistencySpecificationsProven admin or operational experience within a hotel or busy service environmentHighly organised and detail-oriented with strong communication skillsProficient in Microsoft Office, Opera, and online guest engagement platformsAble to multi-task, prioritise effectively, and stay calm under pressureComfortable liaising across departments and supporting front-line operations as neededEQUAL OPPORTUNITIESRBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact .

Expected salary

Location

London

Job date

Sun, 01 Jun 2025 03:09:38 GMT

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