The Front Office Manager will oversee the Front Desk and the hotel Call Center and be responsible in ensuring maximum Front Office operating efficiency, while managing guest and colleagues concerns and remaining professional at all times.
Key Accountabilities & Responsibilities
Ensure MOHG standards and consistent levels of guest satisfaction are met.
Ensure all guests are treated with maximum courtesy and are served expeditiously by Front Office staff (proper posting of staff, grooming standards, Pillars, LQE / MOQA standards being followed)
Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences.
Lead by example in engagement with guests and colleagues by working at the front desk, the front drive, and the lobby.
Maintain high visibility with colleagues and guests.
Lead the service recovery process personally to provide support to the team. Demonstrate and reward outstanding behaviors.
Recruit, interview, hire, and train Front Office and Guest Service line and supervisory colleagues. Conduct frequent one-on-ones to support open communication and development.
Coordination and training of all front office team, development and implementation of Front Office training modules and audits.
Represent MOHG at all times; meeting the expectations outlined in the MOHG leadership competencies.
Communicate with other department managers and leaders on a daily basis through.
Support a positive work environment of employee growth and development, interdepartmental teamwork and exceptional customer service.
Creating effective schedules to address business needs and monitor staffing levels according to business cycles and occupancy forecasting.
Schedule and facilitate departmental meetings.
Effectively coach and counsel colleagues as needed, complete performance evaluations.
Ensure all needed reports and checklists are run and completed.
Ensure that proper follow-up is conducted by the Call Center Service based on specified estimated times of delivery.
Aid in all guest opportunities to ensure guest satisfaction metric are in line with goals provided by the Resort Manager.
To be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions.
Ensure timely reconciliation of Front Office and Guest Service invoices.
Current understanding of end of day procedures to facilitate overnight operation.
Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions;
complete safety training and certifications.
Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information;
protect company assets.
Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and / or cost-savings.
Preparation of action plans as directed by leadership.
Respond to any reasonable task as assigned by management.
Key Competencies & Requirements
A degree in Hospitality Management.
At least 3 years directly related experience (Hotel-Front Desk or Guest Services) in a managerial role. Previous experience in a luxury hotel environment strongly preferred.
Must be able to work a variety of shifts, including weekends and holidays.
Must have strong customer service, analytical, communication, presentation, training, coaching and organizational skills.
Must be able to work well under stressful situations and handle challenges in a professional manner.
Must have the ability to lead, motivate and develop others.
Financial management skills; with previous experience scheduling and managing payroll.