HOTEL FRONT OFFICE MANAGER/ROOMS DIVISION MANAGER The Lord Forrest Hotel By Best Western Plus boasts 115 luxuriously appointed guest rooms and spa apartments, free-form swimming pool, gym, up market restaurant and Executive Lounge.
The Lord Forrest Hotel is currently looking for a Front Office Manager, reporting directly to the Hotel Manager.
This role would suit a strong and energized individual to lead our front office team to excellence by delivering a positive guest experience.
You will be a key member of the hotel's leadership team and responsible for overseeing the daily operation of the Front Office, the development of team members, and liaising with other key stakeholders of the business.
Key Responsibilities Include:
Management of the hotel Front Office operation to achieve key goals.
The achievement of guest satisfaction targets and team member satisfaction goals.
Developing and training team members with a strong focus on customer service.
To supervise all guest arrivals and departures, ensuring that room allocations and check-in/check-out processes follow set procedures.
Management of the Front Office system ensuring accuracy in use and the generation of accurate reports as required.
Operation of an effective night audit function in conjunction with the Financial Controller.
Ensure public areas are clean and well presented with regular monitoring.
Providing management support and presence visible on Front Desk and in the lobby during key service times.
Daily liaison with the Reservations team to ensure accuracy in room allocation and maximizing of yield.
Ensure Front Office monthly KPIs are met monthly.
To be successful in this role, you MUST have:
Proven experience in similar positions within a 4-star hotel environment.
Self-motivated and a genuine passion for hospitality and customer service.
Experience in rostering and wage control.
Solid knowledge of all Rooms Division areas including Front Office, Reservations, Housekeeping, and Guest Services.
Proven experience supervising and training staff.
Excellent communication skills, time management skills, and the ability to work closely with all hotel departments and managers.
Be well presented, with an eye for detail and good organizational skills.
The ability to act without prior authority in all matters concerning the safety, security, and well-being of all hotel guests, patrons, and staff in the absence of senior management.
The ability to review daily arrivals to ensure proper handling of VIPs, return guests, and groups.
Excellent computer system skills including working knowledge of Opera or Opera Cloud.
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