FRONT OFFICE MANAGER

Maintain guest services and reception objectives: • Manages day-to-day operations, ensuring quality, standards and satisfaction of guest expectations on a daily basis. • Develops specific goals and plans to prioritize, organize and accomplish work. • Handles complaints, resolves disputes and grievances, or otherwise negotiates with others. • Oversees staffing levels to ensure customer service, operational needs and financial targets are met. • - Ensure regular and ongoing communication takes place with employees to raise awareness of business objectives, communicate expectations, recognise performance and deliver desired results. • - Understand the impact of department operations on the overall financial goals and objectives of the property and manage to meet or exceed objectives. Reception team management support: • Use interpersonal and communication skills to lead, influence and encourage others; advocate sound financial/professional decision making; demonstrate honesty/integrity; lead by example. • Encourages and establishes mutual trust, respect and cooperation between team members. • Acts as a role model to demonstrate appropriate behaviour. • Supervises and manages employees. Manages all day-to-day operations. Understands employees' jobs well enough to carry out tasks in their absence. • Establishes and maintains open and collaborative relationships with employees and ensures that employees do the same within the team. Customer service: • Provide services that go beyond customer satisfaction and retention. • Improve service by communicating and helping people understand customer needs, providing advice, feedback and one-to-one coaching where necessary. • Respond to and deal with customer issues and complaints. • Setting a positive example of customer relations. • Empower employees to provide excellent customer service. • Observes employees' service behaviour and provides feedback. • Interact with customers to obtain feedback on product quality, service levels and overall satisfaction. • Ensure employees understand customer service expectations and parameters. • Interact with customers to obtain feedback on product quality and service levels. • Focusing on customer satisfaction at all department meetings and concentrating on continuous improvement. Project and policy management: • Oversee same day sales procedures to maximize room revenue and control property occupancy. • Oversee the day-to-day operations of the front desk and ensure compliance with all policies, standards and procedures. • Ensure property policies are administered fairly and consistently in accordance with company standards. In relation to human resources: • Carry out weekly planning for the FO team, and update the time control system accordingly. • Responds to the development needs of others and coaches, advises or otherwise assists them to improve their knowledge or skills. • Solicits feedback from employees, uses an "open door" policy and reviews employee satisfaction results to identify and address employee issues or concerns. • Brings employee satisfaction issues to the attention of the department manager and Human Resources. • Assist, as required, in interviewing and hiring employees with appropriate skills. • Participates in progressive employee discipline procedures. Additional Responsibilities: • Provides information to supervisors, colleagues and subordinates by telephone, in writing, by e-mail or in person. • Analyzes information and evaluates results to select the best solution and resolve issues. • Informs and/or updates managers, peers and subordinates on relevant information in a timely manner. • Performs all reception duties as required. • Work reception shifts when required. • Participate in department meetings and continually communicate a clear and consistent message regarding Front Desk objectives in order to produce desired results.