Front Office Manager

Job Title: Front Office Manager

Main Duties & Responsibilities:

Vision Alignment:

• Ensure personal conduct aligns with the hotel's vision of being the "Hotel of Choice" through passionate hospitality and innovative service.
• Consistently anticipate and exceed the needs of discerning guests by fostering a welcoming and high-standard environment.

Guest Relations:

• Build and maintain a loyal guest base by addressing individual needs and providing personalized experiences.
• Use guest profiling to innovate services and amenities that exceed guest expectations and maintain the hotel's competitive edge.
• Ensure all first-time guests receive a personalized welcome, hassle-free check-in/check-out, and a memorable stay experience.

Innovation & Industry Trends:

• Monitor and implement the latest industry trends to support the hotel's culture and goals.
• Introduce new ideas that enhance guest experiences and align with the hotel's strategic objectives.

Operational Excellence:

• Ensure all facilities and operational equipment are well-maintained and regularly inspected.
• Handle guest feedback, ensuring corrective actions are taken and communicated to relevant departments.
• Coordinate with other departments to ensure guest requests are promptly acted upon.
• Conduct regular inspections of guest rooms to maintain high standards.

Financial Responsibilities:

• Develop and manage the department's strategic goals, revenue targets, annual budget, and operational plans.
• Oversee all financial duties of the front office team, including shift balancing, cash variances, float checks, and open folios.
• Implement and support programs that increase revenue and sales opportunities, ensuring staff are trained and aligned with these goals.

Team Leadership & Development:

• Lead, supervise, train, and manage the performance of all departmental heads within the Front Office, ensuring they meet required standards.
• Select, lead, and develop a high-performing team, managing their progress through feedback, coaching, and annual reviews.
• Enforce standards and provide continuous training for the overnight team, particularly regarding Health & Safety.
• Empower staff to adapt procedural policies to better serve guests, while adhering to legal, compliance, and financial commitments.

Communication & Training:

• Establish a clear communication structure within the Front Office, conducting regular training sessions and team meetings to maintain strong communication within and across departments.
• Coordinate personnel-related functions such as interviewing, appraising, counseling, and succession planning to ensure appropriate staffing levels and productivity.
• Collaborate with HR to develop the department's personnel structure, including salary guidance.

Skills & Qualifications:

• Strong organizational and people management skills.
• Proficiency in Opera Rooms Management System.
• Extensive experience in the hospitality industry with a focus on front office management.

Benefits:

• Car parking.
• Meals provided on duty.
• Uniform provided.
• Access to discounted employee hotel rates.
• Development and training opportunities.
• Wellness/Healthcare contribution.
• Pension plan.

This role is ideal for a motivated individual with a passion for hospitality and a strong background in front office management. If you are committed to delivering exceptional guest experiences and leading a dynamic team, we encourage you to apply.