Job Overview:
As Front Office Manager, you will assist in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out.
What you’ll do:
- Maintain good communication and working relationships with all hotel departments
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Monitor staffing levels to meet cover business demands
- Assist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and procedures
- Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures
- Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
- Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards
- Conduct monthly communication meetings, in the absence of the Front Office Manager, and produce minutes
- Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
- Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand’s loyalty scheme
- Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team
- Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
What you’ll have:
- High level of commercial awareness and sales capabilities
- Accountable and resilient
- Ability to work under pressure
- Excellent grooming standards
- Ability to work on your own and as part of a team
- Flexibility to respond to a variety of work situations
- Excellent leadership, interpersonal and communication skills
- Previous supervisory experience in Front Office within the hotel/leisure/retail
- Commitment to delivering a high level of customer service
- High level of IT proficiency