SOUS Chef

The Front Office Manager is responsible for supervising all elements of the front office department, including reception and concierge. This position involves managing, training, and motivating the front office team to provide exceptional guest service, uphold high operational standards, maximise guest satisfaction, and support the hotel’s financial success.

**Team Leadership and Management:**

- Lead, motivate, and supervise the front office team, including Front Desk Agents, Concierge, Bell Staff, and Night Auditors.
- Develop and implement training programs to enhance staff skills, knowledge of hotel policies, and service standards.
- Conduct performance reviews, provide constructive feedback, and address performance issues effectively.
- Create and manage staff schedules to ensure adequate coverage and operational efficiency, especially during peak periods.
- Foster a positive and collaborative work environment, encouraging teamwork and mutual respect.
- Ensure all team members understand their roles, responsibilities, and performance expectations.
**Guest Service Excellence:**

- Oversee all guest interactions, ensuring a warm welcome, efficient check-in/check-out processes, and personalised service.
- Handle guest inquiries, requests, and complaints promptly and professionally, resolving issues to ensure guest satisfaction and loyalty.
- Manage lost and found procedures, ensuring proper logging, secure storage, and timely return of items to guests.
**Technology and Innovation:**

- Proficiently use hotel management software (Property Management Systems like Opera, Fidelio, etc.) and reservation systems.
- Stay updated on industry trends and emerging technologies in hospitality to enhance guest services and operational efficiency.
- Utilise data analytics to monitor performance metrics and identify areas for improvement.
**Required Skills and Qualifications:**

**Experience:**

Minimum of 3-6 years of experience in front office operations within a 4-star (or similar) hotel environment.

Proven experience in a supervisory or management role.

**Education:**

National Diploma in Hospitality Management, or a related field preferred.

High school diploma or GED with significant relevant experience will also be considered.

**Soft Skills:**

- **Exceptional Customer Service:** A genuine passion for delivering outstanding guest experiences.
- **Leadership and Team Management:** Proven ability to lead, motivate, train, and develop a diverse team.
- **Communication:** Excellent verbal and written communication skills for effective interaction with guests, staff, and other departments.
- **Problem-Solving and Decision-Making:** Strong analytical and critical thinking skills to resolve issues efficiently and effectively, even under pressure.
- **Organisational and Time Management:** Highly organized with the ability to manage multiple tasks, prioritize, and meet deadlines.
- **Interpersonal Skills:** Ability to build strong relationships, demonstrate empathy, and handle difficult situations with tact and diplomacy.
- **Adaptability:** Ability to adapt to changing circumstances and maintain composure in a fast-paced environment.
- **Attention to Detail:** Meticulous in ensuring accuracy in all tasks, from billing to guest requests.
**Front Desk Operations:**

- Manage daily front desk operations, including reservations, room assignments, guest registration, and key control.
- Oversee the efficient handling of phone calls, correspondence, and guest messages.
- Ensure accurate record-keeping and billing, including processing payments, managing cash floats, and reconciling accounts.
- Monitor and manage room inventory and rates in coordination with the revenue management team to optimise occupancy and revenue.
- Conduct or oversee night audit procedures to ensure accuracy of daily financial transactions.
- Maintain a welcoming, clean, and organised front desk and lobby area.