Front office manager
Coral Sea
Total years of experience :16 years, 9 Months
Responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling
As a front Office Manager provides guest service as well as supervision, direction and leadership in the Front Office in accordance with the objective, performance and quality standards established by Coral Sea Hotels & Resorts.
As a Front office manager am responsible for all pertinent matters affecting guest service and hotel operations. The role involves controlling the availability of rooms and the day-to-day functions of the Front Office, such as handling guest arrival and departure, information requests and will include key responsibilities such as:
•Ensure guests receive prompt attention and personal recognition throughout their stay in the hotel, respond to guest needs and resolve any issues that may arise resulting in highest possible guest satisfaction
•maintain a high performance standard among guest contact employees to ensure they are knowledgeable, friendly and courteous at all times
•Inform the management via reports about the results of trends or guest impressions and problems in the hotel affecting the guest or the operation
•Work closely with the Housekeeping Department to turn rooms around with a minimum of lost time and to allocate arriving guest appropriately
•Develop standards and ensure their implementation through the motivation and supervision of the Guest Service Team
•Responsible for the training and development of the team and driving them to achieve maximum guest feedback scores and increasing revenue potential
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•Supervises all areas of the Front Office in the absence of the Front Office Manager.
•Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
•Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met
•Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
•Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
•Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
•Supervises same day selling procedures to maximize room revenue and control property occupancy.
•Performs all duties at the Front Desk as necessary.
•Provides services that are above and beyond for customer satisfaction and retention.
•Responds to and handles guest problems and complaints
•1Empowers employees to provide excellent customer service.
•Interacts with guests to obtain feedback on product quality and service levels
•Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.