Job Title: Front Office Manager
Location: BrookLodge & Macreddin Village
About Us
Nestled in the heart of a picturesque setting, BrookLodge & Macreddin Village is committed to providing exceptional service and a memorable experience for our guests. We pride ourselves on our warm hospitality, elegant accommodations, and dedication to sustainability.
Position Overview
The Front Desk Manager will oversee the daily operations of the front desk and reservations, ensuring a seamless and welcoming experience for all guests. This role requires a dynamic individual with strong leadership skills, a passion for customer service, and the ability to manage a team effectively.
Key Responsibilities
1. Guest Experience: Ensure that all guests receive outstanding service and support, handling inquiries and resolving complaints in a timely manner.
2. Team Leadership: Supervise, train, and motivate front desk and reservation Crew, fostering a positive work environment that encourages professional growth and teamwork.
3. Operations Management: Oversee front desk operations, including check-in/check-out processes, room assignments, and billing procedures, ensuring efficiency and accuracy.
4. Collaboration: Work closely with housekeeping, maintenance, and management to coordinate guest services and address any issues that arise.
5. Reservation Management: Manage room inventory and bookings, optimising occupancy rates and revenue.
6. Reporting: Prepare reports on front desk operations, including occupancy trends, guest feedback, and team performance, presenting findings to senior management.
7. Compliance: Ensure compliance with hotel policies, procedures, and safety standards, and ensure that all front desk Crew members follow these guidelines as well.
8. Customer Relations: Build and maintain strong relationships with guests, anticipating their needs and exceeding expectations.
Qualifications
1. Proven experience in a hotel front desk or customer service role, with at least 2 years in a supervisory position.
2. Excellent communication and interpersonal skills, with a friendly and professional demeanour.
3. Strong problem-solving abilities and a customer-focused mindset.
4. Proficiency in hotel management software and MS Office Suite.
5. Ability to work flexible hours, including weekends and holidays.
6. A passion for hospitality and commitment to providing an exceptional guest experience.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Hospitality
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