Front Office Manager
We are looking for a talented Front Office Manager to join the Rooms Division team of our Grace Mykonos property.
The position reports to the General Manager.
The Front Office Manager is responsible for the leadership and day to day operations of the Front Office division which includes Front Desk, Concierge, Valet and Driver services, in accordance with the high quality standards and objectives established by the company while ensuring the highest customer experience for the guests.
He / she will coordinate staff, services and procedures while actively cooperating with all the head of departments to ensure the smooth running of operations.
Main Responsibilities :
Organise and ensure efficient management of the Front Desk, Concierge, Valet and Driver services and any other departmental procedure, from arrival to departure.
Ensure that all Grace Hotel Service Standards, policies and procedures are properly understood, implemented and monitored throughout the Front Office team.
Actively contribute in achieving high sales turnover, maximizing room revenue and occupancy, monitoring closed-out dates, room inventory and by effectively controlling rates and availability.
Supervise check-in and check-out procedures, rooming, phone and e-mail handling, providing direction to the Front Office employees and acting as a mentor for the staff and a point of reference for the guests.
Ensure daily and monthly reports are accurately issued and distributed to the departments.
Supervise that guests’ history on services and preferences are correctly collected, distributed as pertinent, and filed on the PMS.
Supervise the team with a hands-on approach, ensuring the correct completion of all required tasks in a timely fashion.
Organise the staff schedule, maintaining adherence to wage control.
Control and analyze departmental costs to ensure spending is within budget.
Engage positive communication and relationships with guests, management and employees of all departments, especially housekeeping, cooperating and coordinating teamwork as necessary.
Handle guest complaints and comments as appropriate, ensuring follow up and high customer care is provided, taking appropriate action to resolve any dissatisfaction.
Ensure all team is fully knowledgeable about the hotel facilities and its services, as well as any interesting activity provided in the local area.
Supervise the correct Opera PMS procedures are in place, conducting regular departmental training on-the-job as required
Maintain close and efficient communication with maintenance team with regards to any maintenance needed in the Front Office departments, in order to ensure that they are constantly kept at an excellent condition.
Ensure all the Front Office equipment are well kept and in good working order.
Perform any other reasonable duties as required by the General Manager.
Experience, Skills and Knowledge :
Extensive experience in similar position in a luxury boutique hotel.
Hospitality or Tourism degree.
Reading, writing and oral proficiency in English.
Computer literate and excellent knowledge of Opera PMS.
Able to communicate efficiently with all employee levels and the most demanding guests.
Self-motivated, enthusiastic and customer oriented.
Other Requirements :
Appearance must be clean and professional with a cheerful and courteous demeanour at all times.
Able to work on a flexible schedule, including week-ends and holidays, according to departmental and operational needs.
Must be able to inspire, motivate, develop talent and lead by example.
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