Front Office Manager

POSITION SUMMARY:

Oversees all guest services operations, including reception, reservations, telephone, inter departmental coordination, and transportation services to ensure quality and guest satisfaction.

Responsibilities

• Ensures the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level
• As Head of Department ensure that team maintains high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• Works proactively to improve guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution
• Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the resort.
• Actively seek verbal feedback from customers and team members at every opportunity.
• Agree and implement actions to make improvements to customer service.
• Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the General Manager.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Maintain a presence in the lobby setting the example for team members for guest service.
• Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
• Assess team members performance against standards.
• Monitor standards through regular standards review checks.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
• Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
• Describe, assign and delegate duties and authority for the operation of the department at all times.
• Plan ahead and ensure adequate resources are available.
• Coordinate with the Housekeeping department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
• Ensure that the shift is reviewed, handovers and briefings are carried out.
• Understand the goals of the hotel and the departments role in achieving it, communicating goals to the team.
• Ensure that daily operation is managed by the Guest Service Managers and Supervisors who are totally accountable for the profitability and service standards achieved.
• Set-up and maintain leave plans for the department.
• Carry out selection interviews and make effective recruitment decisions based on skills and attitude.
• Ensure standards trainings and assessments are carried out.
• Regularly review individual and team performance against objectives and provide feedback.
• Develop and implement department training plans to meet business needs.

Qualifications

• Bachelors Degree in Hospitality Management or tourism management field.
• Minimum 8 to 10 years of proven work experience as Guest Service Manager in hospitality/service industry.
• Should have customer service drive with outstanding communication and active listening skills.
• Behavior and personal appearance will always be geared to the objective of being an example to all other staff within the resort.
• Should strive to use a polite language and well-groomed behavior in relation with the resort guests, colleagues and staff.
• Leadership skills along with the ability to motivate a team into high performance
• Strong sense of responsibility and a professional presentation
• Should be flexible and adaptable to different changes and have good decision making skills.
• Experience in hospitality, naturopathy, wellness resorts will be added advantage.