Provide hands-on supervision to Front Desk Agents as they carry out their daily tasks.
Implement clear guidelines on Front Office procedures and policies,and ensure these are followed consistently.
Resolve guest issues and complaints as they arise, communicating areas of concern to the Guest Relations Manager
Cover desk shifts and staff breaks as required, especially during high volume periods.
Maintain open communication with other Department Heads, particularly the Housekeeping Managers.
Ensure that the hotel achieves maximum occupancy, while monitoring and resolving issues such as overbooking.
Issue a weekly schedule, ensuring the desk is adequately staffed according to the expected business levels.
Ensure that special reservations such as Groups, FIT, Media and Package guests are properly set up and prepared for.
Build and develop a strong Front Desk team, through ongoing training and performance management.
Assist the HR department with the hiring of Front Desk and Bell staff.
Train new staff members in Opera PMS, MPG payment processing, and hotel procedures and policies.
With the support of the GRM, provide ongoing training and team activities to encourage the continued learning and development of Front Desk staff.
Address performance issues promptly and consistently to ensure mistakes are learned from and standards met.
Implement and review procedures for emergency situations (power outages, floods, etc.), to ensure the safety of staff and guests.
Carry out administrative duties as required to maintain the smooth running of the Front Office Department.
Maintain all guest accounts, ensuring that billing information is accurate for check out.
Prepare forecasts and reports for the Lodge Manager and GRDM in an accurate and timely manner.
Complete biweekly payroll for the Front Desk team and provide other departments with gratuity breakdowns and summaries.
Ensure that Front Desk inventory (keys, gift items etc.) is properly tracked and recorded at regular intervals.
Other tasks as required.
This is a hands-on, customer facing role, with about 80% focus on daily operations and 20% administrative tasks.
The successful applicant must be extremely flexible in their working hours to meet the varying demands of the business.
The FOM must be adept at training and managing a young, transient workforce with many staff members new to the hospitality industry.
Must have previous Hotel Front Desk experience
Experience working in a fast- paced Hotel/Resort setting is required, preferably at least 3 years in a supervisory or management role.
Strong working knowledge of the Opera PMS system is preferred
Experience handling guest issues and complaints.
An understanding of the challenges of a transient workforce and the impact this has on training and retention.
Proficiency in all Microsoft Office applications, particularly working with Excel spreadsheets and reports.
Experience working a variety of shifts, including Audit.
Excellent interpersonal and communication skills, both written and verbal.
The ideal candidate is:
Flexible; willing to divide their time between all shifts, adjusting their schedule to meet the needs of the business.