You will oversee the Team which is the main connection between the Guest, the hotel, and the various hotel departments. You are responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Oversee the entire Front Office operation to maintain high standards
Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
Set departmental objectives, work schedules, budgets, policies, and procedures
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
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
Maintain good communication and working relationships with all hotel departments
Monitor staffing levels to meet cover business demands
Conduct monthly communication meetings and produce minutes
Manage staff performance issues in compliance with company policies and procedures
Recruit, manage, train and develop the Front Office team
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Assist with other departments, as necessary
Required Knowledge, Skills, and Abilities
A degree or diploma in Hotel Management or equivalent. 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. Experience of managing people and developing people. Previous experience of managing a department and Profit and Loss account. 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. Familiar with Property Management Systems. A degree or diploma in Hotel Management or equivalent.