Job DescriptionsAs the Front Office Manager, you will be responsible for performing the following tasks to the highest standards:
• Maintain high customer service focus by approaching your job with the customers always in mind.
• Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
• Actively promote the services and facilities of hotels to guests and suppliers of the hotel.
• Actively seek verbal feedback from customers and team members at every opportunity.
• Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Be available to assist on duty in the hotels during any busy days or special events.
• Maintain a presence in the lobby setting the example for team members for guest service.
• Have detailed knowledge of hotel departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.
• Monitor standards through regular standards review checks.
• Implement and follow through with improvements identified.
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
• Communicate effectively with Housekeeping, groups and tours about any in-house group holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.