Job Overview:
As Front Office Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
What you’ll do:
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
- Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
- Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
- Monitor staffing levels to meet cover business demands
- Manage staff performance issues in compliance with company policies and procedures
- Oversee the entire Front Office operation to maintain high standards
- 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
- Set departmental objectives, work schedules, budgets, policies, and procedures
- Comply with hotel security, fire regulations and all health and safety legislation
- Maintain good communication and working relationships with all hotel departments
- 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
- Recruit, manage, train and develop the Front Office team
- Assist with other departments, as necessary
- Conduct monthly communication meetings and produce minutes
What you’ll have:
- Excellent leadership, interpersonal and communication skills
- Flexibility to respond to a variety of work situations
- Ability to work on your own and as part of a team
- Previous experience of managing a department and Profit and Loss account
- A minimum of 3 years of Front Office supervisory experience in the hotel, leisure, and/or retail sector
- High level of IT proficiency
- High level of commercial awareness and sales capabilities
- Ability to work under pressure
- Commitment to delivering a high level of customer service
- A degree or diploma in Hotel Management or equivalent
- Excellent grooming standards
- Accountable and resilient
- Experience of managing people and developing people