Front Desk Manager
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Front Desk Manager

Four Seasons

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Fermé

Front Desk Manager

À propos du poste



Four Seasons Astir Palace Athens is looking for a Frond Desk Manager.

Position: Front Desk Manager  

Department: Front Office

Reports to: Front Office Manager

Summary: The Front Desk Manager directs and controls the activities of the Front Desk to create a special welcoming and memorable experience for our guests. Their primary responsibilities are to ensure the smooth registration and cashiering functions of the Front Desk. They oversee a team of Hotel Assistant Managers, Front Office Supervisors and Front Desk Agents, ensuring accurate communication and follow-up on any problems, guest requests, and special requirements. The Front Desk Manager reviews daily arrivals, VIPs, special requests, group needs, room assignments and coordinates with the Housekeeping and In Room Dining Department the needs of guests

Education:

High School or Bachelor Degree, preferably hospitality university background

Previous luxury hospitality experience preferred

Fluent in English, written and verbal

Essential Duties and Responsibilities

  • Maintains complete knowledge at all times of:

    • All hotel features/services, hours of operation

    • History of the building

    • All room types, numbers, layout, decor, appointments and location

    • All room rates, special packages and promotions

    • Daily house count and expected arrivals/departures

    • Room availability status for any given day

    • Scheduled daily group activities / VIP’s

    • Have a thorough knowledge of the Front Office systems & processes, such as Opera, Visionline, HotSoS, Key, Mobile App, Mobile key

    • Manages the team of the Front Office by directing and coordinating all activities of the Hotel Assistant Managers, Supervisors and Front Office Agents to ensure smooth operations in all aspects.

    • Presents the daily Morning Meeting, including all VIP Guests of the day, Glitches & Medallia Feedback to the Hotel Leadership Team

    • Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.

    • Meets VIP arrivals and represents Four Seasons as an ambassador, serves as a point of contact for these VIPs throughout their stay and supports the Guest Experience Team.

    • Handles all guest interactions, resolves guest complaints with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries.

    • Takes action in all matters related to safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available and acts as a Manager on Duty. Responds swiftly and efficiently in any hotel emergency or safety situations.

    • Assures that all financial and credit procedures are followed.  Follows up on credit problems with Front Office Manager and/or Credit Manager.

    • Cooperates with Sales Department and Conference Service Executives to ensure seamless group stays. Attends Pre-con meetings with group organizers and Group Resume Meetings.

    • Represents the Front Desk Department during operational & other hotel wide meetings.

    • Is fully aware of the upsell goals and monitors and assess revenue opportunities for the hotel by keeping the team on track to meet the Upsell Goal.

    • Works closely with Housekeeping team to ensure smooth handling of room allocations, balances inventory and ensures rooms meet guest’s preference and expectations and are ready for check-in upon arrival.

    • Observes physical condition of facilities and equipment in the Front Office and makes recommendations for corrections and improvements as needed.

    • Assists and is proactive in offering assistance to Room Division Departments.

    • Being proactive in foreseeable crunch Situations & plans assistance from other departments accordingly. In unforeseeable crunch situations coordinates assistance from other departments such as Guest Experience, Concierge and Guest Services.

    • Constantly keeps the FOM informed on the performance of the Front Office team

    • Spot checks the Front Office Team’s performance to ensure the Benchmark Standards are being adhered to

    • Is aware of  open folio & PM and coordinates follow ups

    • Leads the daily handovers – contributing and communicating relevant issues.

    • Assists HAM to organize monthly departmental meetings

    • Attends training sessions both internal and external

    • Reports all disciplinary and grievance matters immediately to FOM

    • Leads by example and acts as a role model for the Front Office Team



Team Development

  • Trains and schedules the team. Conducts Performance Evaluations and disciplines staff when needed.

  • Reviews Feedback received through Medallia, analyses the same and present it to the Team for training purposes.

  • Recognizing the Team for outstanding performance by writing Employee Stories and celebrate the success during Departmental Meeting.

  • Assisting the Assistant Managers Growth by regular 1-2-1 Sessions and further handing them additional responsibility to develop them further.

  • Setting a seasonal and yearly goal for Medallia, for motivational purposes for the Team.

  • Assigns and monitors the “Champion Roles”, in an effort to develop the team members on different fields and promote initiatives like plastic free operation or paper wastage.



Standard Responsibilities

  • Comply and adhere to the Four Seasons policies.

  • Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

  • Model the company’s culture, vision, mission and core values at all times

  • Identifies departmental needs and collaborates with the Front Office department trainer.

  • Supervises and oversees the levels of stationary required for Front Desk, ensuring we do not run short and planning ahead.

  • Displays hospitality skills when dealing with guests and associates.

  • Couches and counsels associates when necessary.

  • Ensures high standards of personal presentation and grooming.



Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and employees, unless otherwise stated.             

At all times:

  • Help the Front Office Team during the crunch time, ensure a smooth operation in the Front of House Area

  • Make sure at all times that there are no queues in the lobby area

  • Assist the Front Office Team to provide rooming when and if needed.

  • Actively lobby host and act as a hotel ambassador during hotel busy hour.

  • To maintain good working relationships with your colleagues and all other departments through working with the Golden Rule.



Fermé

Front Desk Manager

Athens, Grèce

Temps plein, Indéfini

Date de début du contrat:

Date d'entrée en fonction (au plus tard):

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