Front Office Manager SO/ Sotogrande

WHAT YOU WILL BE DOING:
To oversee the operation of the Reception & Reservations Department.
The Front Office Manager ensures that the highest possible standards of service & hospitality are extended to all guests at all times.
He/she ensure that the department’s procedures are followed and the key standards of the Front Desk and Reservations are maintained at all times.
Administration
To coordinate the preparation of the monthly time sheets and up-selling in a timely manner.
Sign, on a daily basis, the Adjustment/Void, Rate Variance report,
Financial and Revenue Responsibilities
To ensure that the in house guest have the appropriate level of credit at all time.
Monitor the rebate/adjustments of the Front Office on a daily basis.
Monitor and adjust staffing level to match the budget and business requirement.
Manages budgets according to occupancy and forecasting, scheduling staff accordingly.
Training and Human Resources Management
To maintain the Front Office training records up to date to meet business objectives and legal requirements.
To manage performance issues that arise within the respective operating departments.
Ensure that on/off job training & refresher trainings are conducted.
To be an integrant part of the new team members induction.
To schedule the Front Office team members to any required training.
To produce, on a monthly basis, the Front Office training calendar (including on and off the job training sessions).
To conduct bi-weekly catch-up sessions with team members.
To nominate staff members for trainings & promotion.
Succession planning.
Leads and validates recruitment strategy in the department
To carry out on job training and provide constructive feedback.
Organise and animate the Monthly Departmental meeting
Guest Relation Responsibilities
To be able to competently recount the hotel story to clientele.
Assists guests as required with, but not limited to: theatre, airline, rail tickets, courier service, luggage, car parking and restaurant reservations
To ensure, through all staff, that guests receive from us the highest levels of friendly and efficient
service with individual requests dealt with promptly and efficiently. In particular, guests are made to feel welcome on arrival, addressed by name and welcomed back in the future. To encourage guest feedback and communicate to the relevant hotel personnel, noting in guest profile.
To participate in other activities (site inspections, hotel visits & showrounds etc.) which promote the good image of the hotel and company.
To meet, greet and escort to room VIP guests in absence of the concierge.
To pay particular attention to long staying, highly rated, returning guests, SO/ and Accor Loyalty card owners & other VIPs to ensure they have a pleasant stay.
To allocate rooms if necessary and quality check VIP room allocations to ensure the highest possible standards.
Front Desk Organisation
To be responsible for the smooth running of the Front Desk by:
Scheduling staff effectively (duty rota).
Ensuring that department SO/ standards are maintained at all times.
Ensuring guidance & training of new staff members.
Ensuring that handover is done efficiently.
Ensuring efficient communication between all departments & Front Office.
Carrying out spot checks and correcting incorrect work practices.
Supporting the Front Office at all times.
Keeping written track of any happenings in the team.
Ensure that departmental & hotel procedures are kept up to date and implemented in accordance to SO/ procedures.
Attending all relevant meetings & conduct regular departmental meetings.
Ensuring that necessary stationary and equipment is available at all times.
To conduct yearly, probation appraisals.
Managing payroll and ensuring the time sheets are handed in on time.
Successfully leading by example and guiding the supervisors.
Miscellaneous
To cover night shifts in the absence of the Night Supervisor or Night Porter.
Duty Management shifts, attending relevant meetings.
To attend all meetings as requested to ensure knowledge of the operation is kept as up to date as possible. To participate in training and development schemes as outlined.
To ensure consistency the following areas:
Health & Safety Policy
Fire Regulations
Environmental Health policy and regulations
Liquor Licensing/Weights & Measures Act
Reporting of Injuries, Diseases & Dangerous Occurrences
Ensures optimal compliance with SO/ Key standards audit.
Health and Safety
Ensure that all potential and real hazards are reported immediately and rectified.
Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees.
Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others.
Act as a Health and Safety Champion for the Front Office (this includes any area covered within the Front Office, such as reservation etc) by keeping the training records and necessary documentation updated at all times.
General Duties

To be fully conversant with:
Hotel fire procedures.
Hotel and Company security procedures.
Hotel Health and Safety policy and procedures.
Hotel facilities and attractions.
Hotel standards of operation and departmental procedures.
Methods of accepted payment of the Company.
Short and long term Company marketing promotions.
Skills & Qualities:
Quality/Excellence driven
A Genuine joie de vivre and open-mindedness
Communicator and team player
Passionate about hospitality/Guest oriented, outgoing and service minded
Good interpersonal skills and self-confidence
Sales oriented/commercial savvy
Dynamic, autonomous and proactive
Natural elegance and high personal presentation skills
A thorough and organised approach
YOUR EXPERIENCE AND SKILLS INCLUDE:
3 years of experience in a comparable role in high end hospitality
University or College degree in a similar sector
Proficient in all Microsoft Office Products (Word, Excel, PowerPoint)
Spanish and English proficiency
Accor

Fecha de publicación: 05/04/2023