About this role
Job Responsibilities Front Office Manager supervises the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Understands the impact of Front Office operations on the Rooms area and overall property financial goals. Ensures compliance with all Front Office policies, standards, and procedures. Ensure all guest queries or requests are handled in a polite and efficient manner. Ensure all Front Desk related checklists are completed and signed off. Provides services that are above and beyond for customer satisfaction and retention. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Strives to improve service performance. Empowers colleagues to provide excellent customer service. Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience. Responds to and handles guest problems and complaints. Escalate to Senior Management when needed. Observes service behaviors of colleagues and provides feedback to individuals and/or managers. Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. Manages colleague progressive discipline procedures for Front Office Staff. Administers the performance appraisal process for direct report managers Person Specifications Preferably a Diploma or Degree in Hospitality Industry with Front Office Operational Exeperience High level of IT proficiency. High level of commercial awareness and sales capabilities. Experience of managing people and developing people. Excellent leadership, interpersonal and communication skills. Accountable and resilient. Commitment to delivering a high level of customer service. Ability to work under pressure. Excellent grooming standards Flexibility to respond to a variety of work situations. Ability to work on your own and as part of a team.