Front Office Manager

Description:

• Lead by example in demonstrating commitment to Sofitel values and inspire your teams to deliver on the same values in all activities.
• Management of the hotel Front Office operation to achieve a reputation as a market leader in individualised customer focused service in the hotel locality.
• To interview and select job applicants for Front Office; train, coach and supervise front desk, telephones
• Assistant Managers and night audit staff in the performance of their duties; conduct performance appraisals and discipline employees.
• Coordinate and oversee the role of the Assistant Managers in the day to day operation, ensuring they are provided with the tools and training to meet their role requirements and ensure an adequate management presence.
• Develop a team that actively use their initiative to ensure all interactions with our customers are positive and productive.
• Run and actively participate in regular departmental meetings across all areas, respecting the confidentiality of issues which may be discussed formally or informally.
• Ensure all employees are proficient in the use of all front and back office equipment.
• Full utilisation of the Front Office system ensuring accuracy in use and a range of accurate reports to meet operational needs are produced.
• Develop, implement and monitor on the job training programs for all front office employees, conduct induction and skills training and ensure department policies and procedures are understood by all employees and demonstrated in tasks performed.
• Have the ability to complete all payroll records required and prepare labour forecast.
• Effectively supervise the Front Desk and Guest services teams in the handling of all guest arrivals and departures ensuring that room allocations and check in/check out processes follow set procedures and are customer focused.
• Operate the One Touch Service team effectively, handling all calls promptly and professionally, greeting all callers and transfer all calls to relevant departments and responding to requests quickly and efficiently.
• Oversee the efficient use of all systems to enable analysis of guest requirements, time to resolution and monitor on-going service issues for departments to use pro-actively.
• Be an ambassador of intuitive and insightful service.
• Ensure public areas are clean and well presented with regular monitoring.
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Attend to any disputes referred, ensuring total guest satisfaction.
• Resolve disputes personally where possible.

Benefits, Rewards, Motivations

• Industry benefits worldwide on accommodation, dining and lifestyle services.
• Access to daily discounted coffee and Ambassador dinning menu.
• A unique training platform to enhance your skills and knowledge.