Front Office Manager

Front Office Manager

Application Deadline: 17 May 2024

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Malta - Gozo

Reporting To: Director of Rooms

Description
Responsible for the operations of the Reception, Concierge, PABX, Business Center ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.

The Front Office Manager will focus on:

• Assuring that revenues, expenses and profit are closely monitored and budgeted, and that forecasted figures are (over)-achieved.
• Implementing financial policies and procedures .
• Maximize LQA (Leading Quality Assurance) audit results, as well as CSS (Customer Satisfaction Survey) ratings. 

Key Responsibilities

• Involvement in budget preparations and responsible for profit & loss.
• Maximise hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.
• Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.
• Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
• Oversee all labour cost controls within budget limits and occupancy variances to maximize productivity.
• Manage all operational tasks as well as their respective delegation and follow-up.
• Organise regular departmental meetings.
• Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
• Conduct daily walk throughs to ensure quality standards.
• Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.
• Set short term and long term measurable objectives to continually improve service levels.
• Responsible for maximizing and maintaining a high scoring in LQA inspections.
• Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.
• Manager on Duty weekdays and weekends.
• Rooms Division responsibility in their absence.

Job Requirements
Education :

• Hospitality Management Bachelor Degree or equivalent in any related field, such as Administration or Tourism Management.

Experience :

• Three (3) years relevant experience in a similar position in a renown international hotel brand
• International experience in a 5 star property

Language :

• English – excellent oral and written skills
• Maltese, French German or Spanish - beneficial

 Competencies : 

• Motivating, guiding and empowering
• Planning, organisational and analytical skills 
• Excellent communication skills

Technical Skills :

• Very good knowledge of Microsoft Office applications
• Excellent Opera knowledge

Individual Characteristics :

• People Oriented
• Passionate for European luxury
• Entrepreneurial
• Straightforward
• Excellent communication and interpersonal skills with superb presentation and grooming
• Strong management skills and ability to inspire those in others  
• Analytical and problem solving skills 

About Kempinski
Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.
About Kempinski Hotel San Lawrenz Gozo Malta

The Kempinski Hotel San Lawrenz is an exclusive hideaway resort with all the comforts 5 stars can offer. It provides 140 airy rooms, each of which are elegantly decorated in a traditional Maltese style. The entire resort creates the ideal surroundings to relax the mind and body.