Job title: Front Office Manager
Reports directly to: Director of Operations
Direct Reports: Front Office Department
Overall Job Purpose
– Front Office Manager will administer front office functions and supervising staff on a daily basis.
– Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.
– Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process.
– Ensures guest and employee satisfaction and maximizes the financial performance of the department.
Competencies
- Excellent Communication Skills
- Initiative and the Anticipation of needs
- Customer service-oriented
- Attention to detail
- Problem solver
- Positive approach
Qualifications, Skills & Experience
- Fluent in both Italian and English
- Strong understanding of front desk, guest services
- Internationally experienced
- Affinity with a more refined lifestyle
Candidate profile
Education and Experience
Minimum 4-year experience in similar role in comparable property with sizeable rooms and meeting spaces.
Preferred:
- Has demonstrated the ability to always work on behalf of Guests
- Has demonstrated the ability to work with other Team Members
- Successful track record of working in a collaborative/matrixed environment
Principal Accountabilities
Maintaining Guest Services and Front Desk Goals
· Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
· Develop specific goals and plans to prioritize, organize, and accomplish your work.
· Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
· Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met.
· Ensure that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
· Understand the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Management of Front Desk Team
· Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision-making; demonstrates honesty/integrity; lead by example.
· Encourage and building mutual trust, respect, and cooperation among team members.
· Serving as a role model to demonstrate appropriate behaviors.
· Supervise and manage employees. Manage all day-to-day operations. Understand employee positions well enough to perform duties in employees’ absence.
· Establish and maintain open, collaborative relationships with employees and ensures employees do the same within the team.
· Supervise all areas of the Front Office
Ensuring Exceptional Customer Service
· Provide services that are above and beyond for customer satisfaction and retention.
· Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
· Responds to and handles guest problems and complaints.
· Set a positive example for guest relations.
· Empower employees to provide excellent customer service.
· Observe service behaviors of employees and provide feedback to individuals.
· Interact with customers to obtain feedback on quality of product, service levels and overall satisfaction.
· Ensure employees understand customer service expectations and parameters.
· Interact with guests to obtain feedback on product quality and service levels.
· Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing Projects and Policies
· Implement the customer recognition/service program, communicating and ensuring the process.
· Train staff and monitor adherence to all credit policies and procedures to reduce bad debts and rebates.
· Supervise same day selling procedures to maximize room revenue and control property occupancy.
· Supervise daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
· Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Supporting Human Resource Activities
· Support the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
· Solicit employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
· Bring issues concerning employee satisfaction to the attention of the department manager and Human Resources.
· Assist as needed in the interviewing and hiring of employee team members with the appropriate skills.
· Support a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
· Participate in employee progressive discipline procedures.
Additional Responsibilities
· Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
· Analyze information and evaluating results to choose the best solution and solve problems.
· Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner.
· Perform all duties at the Front Desk as necessary.
· Run Front Desk shifts whenever necessary.
· Participate in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
