Front Office Manager

17 hours ago

andhra pradesh, India Pema Wellness Retreat Full time
POSITION SUMMARY:
Oversees all guest services operations, including reception, reservations, telephone, inter departmental coordination, and transportation services to ensure quality and guest satisfaction.
Responsibilities
Ensures the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level
AS Head of Department ensure that team maintains 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.
Works proactively to improve guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution
Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
Contribute ideas and suggestions to enhance operational / environmental procedures in the resort.
Actively seek verbal feedback from customers and team members at every opportunity.
Agree and implement actions to make improvements to customer service.
Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the General Manager.
Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
Maintain a presence in the lobby setting the example for team members for guest service.
Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
Assess team members’ performance against standards.
Monitor standards through regular standards review checks.
Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc.).
Describe, assign and delegate duties and authority for the operation of the department at all times.
Plan ahead and ensure adequate resources are available.
Coordinate with the Housekeeping department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
Ensure that the shift is reviewed, handovers and briefings are carried out.
Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.
Ensure that daily operation is managed by the Guest Service Managers and Supervisors who are totally accountable for the profitability and service standards achieved.
Set-up and maintain leave plans for the department.
Carry out selection interviews and make effective recruitment decisions based on skills and attitude.
Ensure standards trainings and assessments are carried out.
Regularly review individual and team performance against objectives and provide feedback.
Develop and implement department training plans to meet business needs.
Qualifications
Bachelor’s Degree in Hospitality Management or tourism management field.
Minimum 8 to 10 years of proven work experience as Guest Service Manager in hospitality/service industry.
Should have customer service drive with outstanding communication and active listening skills.
Behavior and personal appearance will always be geared to the objective of being an example to all other staff within the resort.
Should strive to use a polite language and well-groomed behavior in relation with the resort guests, colleagues and staff.
Leadership skills along with the ability to motivate a team into high performance
Strong sense of responsibility and a professional presentation
Should be flexible and adaptable to different changes and have good decision making skills.
Experience in hospitality, naturopathy, wellness resorts will be added advantage.

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