Are you passionate about creating memorable guest experiences?
We are seeking a dynamic Front Office Manager to lead our front desk team. Reporting to the General Manager, you will play a pivotal role in ensuring outstanding customer satisfaction and smooth front desk operations.
Key Responsibilities:
* Take ownership of the guest journey to ensure a truly unique experience.
* Lead, mentor, and motivate the front desk team to deliver exceptional service and oversee all front desk operations for smooth and efficient service
* Communicate effectively to align the team with goals and motivate achievement.
* Monitor guest feedback and enhance guest satisfaction and GRI scores and address and resolve guest complaints promptly and professionally.
* Promote and train staff on the use of self-check-in terminals.
* Develop and implement upsell strategies for room upgrades, tours, and additional services.
* Collaborate with other departments to create attractive packages and promotions.
* Track and analyse upsell performance to meet revenue targets.
* Utilise data and feedback to identify areas for improvement and implement solutions.
Requirements:
* Proven experience in a front desk or customer service role, preferably in hospitality.
* Strong leadership and team management skills.
* Excellent communication and interpersonal abilities and ability to handle guest complaints and issues professionally.
* Experience with self-check-in systems is a plus.
* Strong analytical skills and ability to use data for decision-making
Salary £(phone number removed)
plus 5% bonus and benefits