About the Role:
We, The Gateway Hotel, are looking for a passionate and experienced Front Office Manager to lead our team and ensure exceptional guest experiences. As the heart of our operation, you will be responsible for the smooth running of the front desk, and guest services, and ensuring every guest feels welcome, valued, and cared for.
Responsibilities:
Leadership & Team Management:
* Oversee and mentor a team of front office team members, providing training, coaching, and performance feedback.
* Foster a positive and collaborative work environment.
* Develop and implement procedures to ensure efficiency and adherence to brand standards.
* Conduct interviews and participate in the selection of new team members.
Guest Service Excellence:
* Ensure seamless check-in/out processes and address guest inquiries promptly and efficiently.
* Proactively anticipate guest needs and exceed expectations.
* Handle guest complaints and resolve issues diplomatically and effectively.
* Maintain accurate guest records and ensure data security.
Operations & Administration:
* Optimise occupancy rates.
* Oversee cashier functions and ensure accurate financial transactions.
* Monitor key performance indicators (KPIs) and identify areas for improvement.
* Prepare reports and budgets for the front office department.
* Maintain a clean, organised, and professional work environment.
Collaboration & Communication:
* Maintain clear and consistent communication with other departments, ensuring seamless guest experiences.
* Build strong relationships with key stakeholders, including housekeeping, maintenance, and concierge.
* Proactively identify and address potential issues or concerns across departments.
Additional Responsibilities:
* Stay up-to-date on industry trends and best practices in hospitality.
* Participate in hotel-wide initiatives and projects.
* Represent the hotel professionally in interactions with guests, vendors, and the community.
Qualifications:
* Minimum 3-5 years of experience in a supervisory role within the hospitality industry, preferably in a hotel front office setting.
* Have a Bachelor's degree in Hospitality Management, Business Administration, or related field (preferred).
* Proven track record of exceeding guest expectations and delivering exceptional service.
* Strong leadership and team management skills, with the ability to motivate and empower team members.
* Excellent communication, interpersonal, and problem-solving skills.
* Proficient in hotel management software and point-of-sale systems.
* Detail-oriented and highly organised, with the ability to multitask effectively in a fast-paced environment.
* Positive attitude, professional demeanor, and a genuine passion for hospitality.
Benefits:
* Competitive salary and benefits package.
* Opportunity to work in a dynamic and rewarding environment.
* Career development and growth opportunities within the company.
* Be part of a team dedicated to creating exceptional guest experiences.
* Team members discounts on accommodation, dining, and spa services.
* Free Employee Assistance Programme.
* Opportunities for promotion and transfer within the iNua Hospitality Collection and Radisson Hotel Group.
We are an equal-opportunity employer and value diversity at our company and we look forward to hearing from you.
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