Front Office Manager

Front Office Manager

We are looking for a Front Office Manager to lead our Front Office team and ensure we provide excellent customer service.

In order to succeed as a Front Office Manager, you should be observant and have the ability to think critically and efficiently. You should be a skilled communicator with excellent problem solving, observation, and interpersonal skills.

The Front Office Manager is responsible for the Front Office operations and guest satisfaction as well as for the financial results of the department with a focus on controlling the expenses and ensuring maximum room revenues are achieved. Should have an excellent level of commercial awareness and can build and maintain relationships with internal and external guests. Also responsible for highlighting short/medium/long-term issues to the Operations Manager and helping formulate solutions.

This full-time permanent role based at Novotel Christchurch Airport.

Responsibilities:

• Manage Front Office Operations including rostering and maintaining the most cost effective manner
• Evaluate Guest satisfaction levels and monitor trends with a focus on continuous improvement
• Operate within departmental budgets through effective stock and cost controls and well managed schedules
• Set departmental targets and objectives, work schedules, budgets, and policies and procedures
• Assist Front Desk during busy check in and check out to ensure guests are receiving the best possible services
• Responsible for the implementation of Emergency Evacuation Procedures and ensuring the team is adequately trained to handle emergencies
• Have knowledge of hotel and guest room facilities/services and ensure reservations/front office are equally knowledgeable.
• Ensure special handling of repeats and VIP guests.
• Any other reasonable request as required by Hotel Management
• Monitor the appearance, standards and performance of the Front Office team with an emphasis on training and teamwork
• Ensure team members have an up-to-date knowledge of all room categories and amenities
• Ensure staffing levels cover business demands
• Recruit, manage, train and develop the Front Office team
• Comply with the Sale and Supply of Alcohol Act 2012 and amendments, Smoke Free Environments Act 1990 and the Gambling Act 2003 – New Zealand Legislation
• Comply with the terms and conditions of the premises liquor and gaming licence/s
• Ensure all staff are aware of their obligations pursuant to the Sale and Supply of Alcohol Act 2012 and the company's liquor licence is not jeopardised—this includes patron conduct and intoxication
• Responsible and accountable for the service delivery, quality and achievement of the Front Office objectives ensuring a superior Novotel guest experience and compliance with quality and operational standards. Promotes the desired work culture around the Accor Values and Principles.
• Cover all areas of staff shortages in your department where no other staff member is available and undertake the necessary work, which may involve extended hours during busy times.
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority
• Promote open and effective communication systems throughout the hotel
• Be pro-active in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards.
• Create strong connections with our guests using the Accor principles
• Encourage guest loyalty through delivering on the hotel's loyalty programme promises, ALL Accor & ALL Accor Plus Explorer
• Continuously review Guest Feedback through the Accor portal and respond where appropriate