Descripción del empleo
FRONT OFFICE MANAGER
MISSION: Highest authority in the hotel’s front office department, overseeing the achievement of the department’s operational objectives in accordance with company policies and standards. Their top priority is to ensure customer satisfactio
Your Task:
• Establish and supervise the responsibilities of the staff under their management during different shifts, ensuring that employees work according to the defined procedures. Effectively resolve any complaints or challenges.
• Verify the correct charging of various rates based on the type of guest, properly applying hotel billing and striving to maximize profitability.
• Create and publish employee schedules, ensuring all shifts are covered as planned and filling in as necessary.
• Ensure that guest check-in/check-out procedures are followed efficiently and resolve any issues immediate
• Be knowledgeable of the Brand philosophy, ensuring optimal implementation of the standards, operations and identity manuals that apply to their department.
• To ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
• Manage customer incidents, communicating the actions taken to the hotel’s Guest Experience Department.
• Be knowledgeable and share with their team the Voice of the Customer goals and ensure their fulfilment, creating and defining improvement plans if necessary.
What are we looking for:
• University degree or Higher Education, preferably in Tourism, Hospitality, or a similar field.
• Language Skills - Advanced English. A second language is a plus
• Knowledge of hotel operations.
• Knowledge of hotel management software programs.
• Familiarity with check-in and check-out procedures.
• Ability to supervise and coordinate payment transactions.
• Advanced proficiency in Microsoft Office.
• Skills in handling complaints and claims.
• Effective communication.
• Team management and supervision.
