Job Responsibilities

Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Ensures compliance with all Front Office policies, standards, and procedures.
• Ensure all guest queries or requests are handled in a polite and efficient manner.
• Ensure all Front Desk related checklists are completed and signed off.
• Provides services that are above and beyond for customer satisfaction and retention.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Strives to improve service performance.
• Empowers colleagues to provide excellent customer service.
• Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Responds to and handles guest problems and complaints. Escalate to Senior Management when needed.
• Observes service behaviors of colleagues and provides feedback to individuals and/or managers.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Manages colleague progressive discipline procedures for Front Office Staff.
• Administers the performance appraisal process for direct report managers

Person Specifications

• Preferably a Diploma or Degree in Hospitality Industry with Front Office Operational Exeperience
• High level of IT proficiency.
• High level of commercial awareness and sales capabilities.
• Experience of managing people and developing people.
• Excellent leadership, interpersonal and communication skills.
• Accountable and resilient.
• Commitment to delivering a high level of customer service.
• Ability to work under pressure.
• Excellent grooming standards
• Flexibility to respond to a variety of work situations.
• Ability to work on your own and as part of a team.