Front Office Manager
3 settimane fa
Responsibilities
The Front Office Manager will be tasked with the following duties, responsibilities, and assignments:
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and building mutual trust, respect, and cooperation among team members. Serving as a role model to demonstrate appropriate behaviors. Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Strives to improve service performance. Collaborates with the Room Division Manager on ways to continually improve departmental service. Communicates a clear and consistent message regarding the Front Office goals to produce desired results. Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Serves as a role model to demonstrate appropriate behaviors. Sets a positive example for guest relations. Displays outstanding hospitality skills. Empowers employees to provide excellent customer service. Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Ensures compliance with all Front Office policies, standards and procedures. Functions in place of the Room Division Manager in his/her absence.
Skills
To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
Front Office experience in Hotel of same category, preferable in Luxury Marriott Properties. Excellent command of Italian and English. Additional languages will be appreciated. High school diploma or GED; 2 years’ experience in the guest services, front desk, or related professional area. Strong commercial/business awareness and demonstration of sales capabilities Calm, organized work ethic with the ability to prioritize and meet deadlines Proficiency in Microsoft Office programs preferred. Proficiency in Opera PMS, MGS, MARSHA Operational Systems required.
To apply please send your CV to: careers@pacinigroup.it
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