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.