Front Office Manager

ABOUT OUR HOTEL

Our hotel team is a proud recipient of several awards, including 2021 Select Service Brands EMEA – Hotel Opening of the Year Award and 2022 Cycas Hospitality Hotel of the Year Award. Located in the direct vicinity of the NATO European Headquarters and only minutes away from Brussels Airport, we are the leading extended stay hotel in the market. Our team is very hands on and everyone is pitching in whenever and wherever needed – continuing this ONE TEAM spirit is very important to us.

ABOUT CYCAS

Cycas Hospitality is the leading, pan-European hospitality management company, operating all categories of hotels and serviced apartments for private and institutional investment partners.

With a portfolio of more than 45 branded and independent properties across twelve European countries, our collection brings together a range of key-city locations, travel hubs and leisure destinations.

CANDIDATE PROFILE

Education and Experience

• at least 2-year’s experiences as Assistant FOM or Front Office Supervisor

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.

 

CORE WORK ACTIVITIES

 

Leading Reception Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

• Ensures recognition of employees is taking place across areas of responsibility.

• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

• Celebrates successes and publicly recognizes the contributions of team members.

 

Maintaining Guest Services and Front Desk Goals

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.

• Manages department controllable expenses to achieve or exceed budgeted goals.

 

Managing Projects and Policies

• Ensures compliance with all Front Office policies, standards and procedures.

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).

 

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

• Strives to improve service performance.

• Empowers employees to provide excellent customer service.

• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

• Reviews guest satisfaction results and other data to identify areas of improvement.

• Responds to and handles guest problems and complaints.

 

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Establishes challenging, realistic and obtainable goals to guide operation and performance.

• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

• Ensures employees are treated fairly and equitably.

• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

 

Additional Responsibilities

• Hands-on support of the F&B (lobby bar and restaurant service) operation based on business need as part of the responsibilities.