Front Office Manager

Our esteemed client, an ultra-luxury 5* resort set amidst the pristine beauty of the Maldives. As a Front Office Manager, you will be responsible for ensuring the efficient operation of the Front Office department; encompassing Front Desk, Guest Services, Transportation and Experiences department to create a welcoming experience and deliver exceptional service within brand operating standards.

Requirements

• 5+ years of experience in hotel management, with at least 2 years in a Front Office Manager role.
• A minimum of a bachelor's degree in Hospitality, Hotel or Business Management
• Excellent communication and interpersonal skills.
• Able to live in a remote location for an extended period of time and travel on single status.
• Experience in managing multi-cultural team members.
• Knowledge of hotel operations, inventory management and policies regarding reservations, discounts, and detailed procedures in handling local and overseas room bookings.
• Proven leadership skills along with the ability to motivate a team to high performance.
• Strong understanding of current industry standards and trends.
• Technical skills include Advanced MS Office Word, Excel, PowerPoint and Outlook.
• Familiar with various hotel systems including POS, PMS and CRM platforms.
• Strong sense of responsibility and a professional presentation
• A well-developed capability for strategic decision-making and a track record of proven results in the areas of customer satisfaction, operational excellence, guest satisfaction, revenue and profit.

Responsibilities

• Lead and manage the development of all hosts within the Front Office Departments (Front Office, Transportation, and Experiences) through the provision of direction, delegation, interaction, encouragement and enthusiasm, discipline, training, and performance evaluation to build a loyal, productive and effective team.
• Directs all activities of the Asst. Front Office Managers and the Night Manager to ensure communication and follow-up on any problems, guest requests or special requirements.
• Resolves customer complaints from all areas of the resort, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operation, key hotel personnel, in-house events, directions, etc.
• Conducts Performance Evaluations and disciplines staff when needed.
• Develop and implement service standards for the front office department.
• Monitor guest satisfaction scores and implements improvements as necessary.
• Ensure compliance with all resort standards and procedures.
• Reviews and monitors schedules of staff.
• Monitors their activities to ensure that standards are being met, the staff is being supported and guest needs are being met
• Develop and maintain relationships with guests to ensure repeat business and positive online reviews.
• Recruit and train staff, ensuring they are equipped with the tools and knowledge required to exceed guest expectations.
• Coordinates arrivals, departures and billing requirements.
• Blocks rooms for arrivals and ensures any discrepancies are resolved.
• Review daily arrivals to ensure proper handling of Special Attention to Guests, Return Guests, and Groups.
• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available.
• Responds swiftly and effectively in any hotel emergency or safety situation.