Hotel/Motel Manager (Front Office)

PURPOSE:

This position is responsible for the management of the day-to-day operation of Front Office, Switchboard/Telephones, Concierge and Night Audit functions, with the objective of ensuring all brand service standards are maintained, profitability is maximised and guest/customer

needs are met, if not exceeded. Salary range is 80,000 - 85,000 + superannuation.

KEY RESPONSIBILITIES:

o Effective management of the Hotel Front Office operation in individualised customer focused service.

o Run and actively participate in weekly Front Office meetings respecting the confidentiality of issues which may be discussed formally or informally, to ensure the team maintain a thorough knowledge of the day-to-day operation.

o Ensure hotel targets around RPS, NPS, Loyalty and room upselling are met to ensure KPI’s are achieved.

o Monitor guest arrivals and departures ensuring that room allocations and check in/check

out processes follow set brand procedures and are guest focused.

o Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis and simple configuration changes to ensure an efficient and effective system.

o Oversee the lobby services including car parking and porterage, ensuring guest arrivals and departures are as smooth and efficient as possible to maximise guest satisfaction.

o Regular liaison with the Maintenance department ensuring maintenance requests are completed quickly, focusing on guest needs as a priority.

o Ensure the operation of an effective night audit function in conjunction with the Financial Controller to ensure accuracy of this daily function whilst maintaining customer focus.

o Prepare revenue and occupancy forecasting, as well as Front Office monthly reports, commenting on key performance indicators in order to drive the financial performance of the hotel.

o Liaise with the Housekeeping Manager to ensure room cleanliness standards are maintained while meeting productivity goals.

o Ensure there is management support and presence visible on Front Desk and in the lobby during key times throughout the day to ensure the team is supported and exceeding the guest experience.

o Daily liaison with the Reservations office to ensure accuracy in room allocation and maximisation of yield in order to drive the financial performance of the hotel.

o Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson to ensure the correct information is relayed.

o Maintain, monitor, and prepare group requirements. Relay information to appropriate departments/team members.

o Monitor all Very Important People (VIP’s), special guests and their requests to and their needs are met and loyalty is maintained.

o Ensure all billing is accurate and correct monies are collected. Assist Finance Department, as required, in collection of monies owing from customers.

o Ensure guest files that are exceeding hotel limits are followed up.

o Ensure thorough checks on shift banking and that correct cash handling procedures are followed.

o Maintain the security of monetary floats and ensuring that cash handling procedures are strictly adhered to.

o Lead, motivate and inspire team members to create a great place to work.

o Active involvement with teams and ongoing coaching/mentoring of direct reports to create cohesion and enthusiasm toward a common goal.

o Provide efficient, friendly and professional service to all guests.

o Lead by example when attending to guest requests. Show efficiency in constantly striving to provide total customer satisfaction.

o Any other duties assigned by your manager.

Skills and Qualifications

o 2 years’ experience in a leadership role within Front Office or a similar environment.

o Demonstrated leadership experience within the customer service industry.

o Possess a strong background in Front Office procedures and Opera PMS.

o Experience with forecasting, budgeting and Revenue Management principles

o Proven experience managing rosters and costs to achieve budgets and targets.

o Demonstrated ability to coach, mentor, develop and inspire teams.

o Proven ability to act independently on all matters relating to team and guest safety and wellbeing in the absence of senior management

o Excellent time management and communication skills including rapport building between internal and external stakeholders

o Calm and professional demeanour in all instances, confident in conflict resolution and complaint handling

o Self-motivated with genuine passion for hospitality and guest experience

o Demonstrated ability to coach, mentor, develop and inspire teams