About the Role...
As our Front Office Manager, you鈥檒l be the heart and soul of our guest鈥檚 experience. From check-in to check-out, you鈥檒l be the ultimate guest experience champion, ensuring every detail runs like clockwork. You鈥檒l lead an incredible team, coordinate smooth operations, and make sure that every guest leaves with a smile.
In this role, one thing is certain, no two days will be the same, but you will mostly be:
- Leading, Coaching and Supporting the Front Office Team: foster a high-performing team culture to deliver exceptional guest service
- Overseeing the Guest Journey: ensure a seamless and personalised experience throughout the guest's stay, from arrival to departure, including room assignments, in-stay requests, and check-out
- Create a warm, welcoming atmosphere that ensures every guest receives prompt, professional and personalised service
- Plan daily staffing, assign work and ensure the Front Office is appropriately resourced at all times
- Handling Guest Enquiries, Complaints and Requests: resolve issues promptly with a proactive and positive approach, including responding to online guest reviews
- Maintaining Operational Standards: ensure all systems and procedures are in place for smooth day-to-day operations
- Maximise revenue through upselling and effective rate strategy at the front desk
- Training: onboarding and developing the Front Office team members to uphold service excellence
- Overseeing Rosters and Resource Allocation: optimise staffing levels to meet business needs efficiently
- Collaborating with Housekeeping, Maintenance & Other Departments: ensure timely communication and resolution of guest needs
- Preparing & Managing Reports: compile and analyse daily, weekly and monthly reports to support operational decision-making
- Stakeholder Management: build and maintain strong relationships with internal and external stakeholders, ensuring alignment and effective communication across teams
- Perform Assistant Manager shifts/duties as required