Front office manager

Luogo di lavoro: Capri

ABOUTTHEROLE

TheFrontOfficeManagerisresponsibleforleadingandoverseeingallFrontOfficeoperations,ensuringthedeliveryofexceptional,personalized,andseamlessguestexperiencesinlinewiththeJKPlacephilosophyandservicestandards.Asakeyleaderwithinthehotel,theFrontOfficeManagerinspires,develops,andsupportstheFrontOfficeteamwhilemaintainingthehighestlevelsofguestsatisfaction,operationalexcellence,andteamengagement.

Thisroleservesasabridgebetweenguestsandoperationaldepartments,ensuringthateveryguestjourneyreflectstheelegance,warmth,discretion,andattentiontodetailthatdefineJKPlace.

KEYRESPONSIBILITIES

• Lead,motivate,anddeveloptheFrontOfficeteam,fosteringacultureofexcellence,accountability,teamwork,andgenuinehospitality.
• OverseeallFrontOfficeoperations,includingreception,guestrelations,conciergecoordination,arrivals,departures,anddailyadministrativeactivities.
• Ensuretheseamlessexecutionofcheck-inandcheck-outproceduresinaccordancewithJKPlacestandardsandluxuryhospitalitybestpractices.
• Monitordailyarrivals,departures,VIPguests,repeatguests,specialoccasions,andguestpreferencestoensurepersonalizedservicedelivery.
• CoordinatewiththeReservationsDepartmenttoreviewbookinginformation,guestprofiles,preferences,andspecialrequests,ensuringalldetailsarecommunicatedandactionedbeforearrival.
• Supervisethemanagementofconciergerequests,includingtransfers,restaurantreservations,privatetours,yachtcharters,andbespokeguestexperiences.
• Activelyengagewithgueststhroughouttheirstay,anticipatingneeds,resolvingconcerns,andensuringexceptionalguestsatisfaction.
• Handleguestfeedback,complaints,andservicerecoverysituationsprofessionally,discreetly,andproactively,ensuringtimelyandeffectiveresolutions.
• Promoteandcultivateacultureofpersonalizationbymaintainingandenrichingguestprofiles,preferences,andhistoricalrecordsforfuturestays.
• CollaboratecloselywithHousekeeping,Food&Beverage,Reservations,Maintenance,andotherdepartmentstoensureseamlesscommunicationandoperationalefficiency.
• MonitorFrontOfficeperformanceindicators,guestsatisfactionscores,servicestandards,andoperationalprocedures,implementingimprovementswhennecessary.
• Preparestaffschedules,managelaborcosts,andensureadequatestaffinglevelstomeetoperationalrequirements.
• Conductregulartraining,coaching,andperformanceevaluationstosupportemployeedevelopmentandmaintainserviceexcellence.
• Ensureaccuratemanagementofcashieringprocedures,billing,payments,financialcontrols,anddailyreports.
• Maintaincompliancewithcompanypolicies,healthandsafetyregulations,privacystandards,andlocallegalrequirements.
• Contributetorevenueoptimizationopportunitiesthrougheffectiveroomallocation,upsellinginitiatives,guestengagement,andinterdepartmentalcollaboration.
• ActasarolemodelandambassadoroftheJKPlaceculture,consistentlydemonstratingprofessionalism,integrity,respect,andacommitmenttoexcellence.