A key opportunity has emerged for a seasoned, dedicated and ambitious Front Office Manager to lead the daily operations of a busy front office department at our hotel.
As a dynamic and customer-focused leader, you will be at the heart of our guests' stay, ensuring their comfort, satisfaction and well-being while inspiring your team to deliver exceptional customer service.
The ideal candidate will ensure the smooth and efficient running of the front office, with a strong focus on business efficiency and performance. You will be the 'face' of the hotel, promoting excellent customer experiences from start to finish.
Duties and Responsibilities:
CUSTOMER SERVICE
* To provide the highest standard of service to all guests throughout the Front Office Department at all times.
* To actively promote good customer relations within the team.
* To deal with any customer queries/complaints in a courteous and professional manner and to ensure that such queries and complaints are followed up.
* To present a positive personal image to the customer at all times.
OPERATIONS
* To remain fully informed of the daily business of the hotel and act as point of contact/information for communicating such changes to other departments.
* To ensure that all reports are completed as requested, and that all postings and other transactions are completed as standard.
* To monitor and check that daily administrative duties associated with the Front Office Desk are completed accurately, efficiently and effectively.
* To ensure that company standard accounting policies are adhered to, for credit facilities, guest accounts, hotel floats, cash handling and key management.
* To be fully conversant with all product standards and service issues relating to the hotel as well as packages available to the customer.
* To assist in achieving budget occupancies, sales & revenue objectives.
* To maximise sales through up-selling, using incentives, special offers and promotions.
* To manage all small group enquires/reservations.
* To manage all Debtors, ensure invoiced correctly and payment received within an agreed timeframe.
* To ensure that clear and strong communication channels are maintained within the (i) reception team, (ii) Reservations (iii) Accounts and (iv) other departments within the hotel.
* To ensure that all duties on the early/late shift are completed as standard.
* To attend departmental meetings when required.
STAFFING, TRAINING & DEVELOPMENT
* To motivate reception staff and encourage team-work within the reception team.
* To train and coach Front Office team members in the appropriate policies, procedures etc.
* To ensure reception staff's appearance, uniforms, name badges and personal hygiene is of the highest standard and the area in which they work is clean and tidy.
* To complete rosters in line with budgets and ensure that accounts are furnished with weekly time sheets.
OTHER DUTIES
* To have a good working knowledge of the competition.
* To ensure that safety and security procedures are maintained within own area of responsibility and to comply with all company procedures regarding - Fire/Health & Safety, Security and Basic Food Hygiene.
* To be competent in the procedures to follow in the event of an evacuation and to ensure that all the reception team are also trained in such.
WHAT WE CAN OFFER YOU:
* Company funded educational programmes.
* Opportunity for internal career growth, progression & promotion.
* Advanced online training programs through our e-learning personal development platform.
* Access to Employee Assistance & Wellbeing Program.
* Excellent Employee Recognition Programme.
* Employee Social Events.
* Industry leading complimentary meals on duty.
* Bike to work scheme.
* Xmas savings club.
* On site parking.
* Temple Gate Hotel is an equal opportunities employer.