Front Office Manager - Melia Zanzibar

Job Description

Meliá Zanzibar is a luxury all-inclusive resort located on the northeast coast of the island, offering a unique blend of Swahili charm and Spanish hospitality. Nestled along a pristine white-sand beach and surrounded by lush tropical gardens, the resort is a sanctuary for travelers seeking relaxation, adventure, and exceptional service. As part of the prestigious Meliá Hotels International group, we are committed to delivering unforgettable guest experiences while fostering a culture of excellence, innovation, and sustainability.

Job Mission
As the Front Office Manager, you will lead the heart of the guest experience at Meliá Zanzibar. Your mission is to ensure the seamless operation of the Front Office department, delivering exceptional service that reflects our brand values. You will play a key role in driving guest satisfaction, optimizing operational efficiency, and inspiring a high-performing team to exceed expectations.

What You Will Do

• Lead and Supervise Front Office Operations
• Oversee daily front desk activities, ensuring smooth check-in/check-out processes and adherence to Meliá standards.
  Assign tasks and manage shift responsibilities to maintain operational excellence.
  Enhance Guest Experience
• Resolve guest concerns promptly and professionally, ensuring satisfaction and loyalty.
  Supervise room-related systems and procedures to deliver a flawless stay.
  Optimize Financial and Billing Processes
• Ensure accurate billing, manage cash handling, and oversee payment systems including virtual cards and prepayments.
  Monitor and reconcile daily financial transactions and resolve discrepancies.
  Team Leadership and Development
• Conduct performance reviews, identify high-potential talent, and support training initiatives.
  Promote a positive work environment and ensure team participation in wellness and development programs.
  Drive Operational Excellence
• Utilize digital tools like Opera Cloud, MeliáSwitch, and hmobile to streamline operations.
  Coordinate with other departments to ensure cohesive service delivery.
  Support Strategic HR Functions
• Collaborate with HR on recruitment, scheduling, payroll, and compliance.
  Foster a culture of engagement, ethics, and continuous improvement.

What We Are Looking For

• Education & Training: Degree in Tourism, Hospitality, or related field.
• Languages: Fluent in English; an extra language is a plus.
• Experience:
  External: Minimum 2 years in a similar role within the hotel industry.
  Internal: At least 1 year in a Front Office or guest-facing role.

Skills & Competencies:

• Strong leadership and team management abilities.
• Proficiency in hotel management systems (e.g., Opera Cloud).
• Excellent communication and problem-solving skills.
• Financial acumen and attention to detail.
• Service-oriented mindset with a proactive and innovative approach.
• Organizational and planning excellence.

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