Details:SummaryThe Front Office Manager will be responsible for the efficient and smooth running of the Front Desk Operation; supervising the Front Desk Officer, and ensuring guidelines and standards are respected.Duties and ResponsibilitiesSome of your responsibilities would include the following:
Oversee the entire Front Office operation to maintain high standards.
Analyse, investigate and resolve guest issues in a professional and compassionate manner.
Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
Manage a team of night auditors, concierges, receptionists, cashiers and bellmen.
Ensure the proper image of the hotel is being maintained by all the team members with respect to grooming and uniform standards.
Maintain good communication and working relationships with all hotel departments.
Monitor the appearance, standards, and performance of the Front Desk Officer with an emphasis on training and teamwork.
Ensure the Front Desk Officer 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.
Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.
Desired competenciesTo be selected for the role, you should be able to demonstrate the following:
Minimum of 2 years’ experience in Front Office Management in the hotel, leisure, and/or retail sector.
Minimum of a B.Sc. (Second Class Upper) or HND degree (Upper Credit) in any relevant discipline.
Commitment to delivering a high level of customer service.
High level of attention to detail, analytical and energetic.
High level of commercial awareness and sales capabilities.
Experience of managing people and developing people.
Diplomacy and communication skills to handle any complaints and emergencies in a level headed manner.
Good organizational, time management and multitasking abilities.
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