Overview
Job Title: Front Office Manager
Location: BrookLodge & Macreddin Village
About Us: Nestled in the heart of a picturesque setting, BrookLodge & Macreddin Village is committed to providing exceptional service and a memorable experience for our guests. We pride ourselves on our warm hospitality, elegant accommodations, and dedication to sustainability.
Position Overview: The Front Desk Manager will oversee the daily operations of the front desk and reservations, ensuring a seamless and welcoming experience for all guests. This role requires a dynamic individual with strong leadership skills, a passion for customer service, and the ability to manage a team effectively.
Key Responsibilities
* Guest Experience: Ensure that all guests receive outstanding service and support, handling inquiries and resolving complaints in a timely manner.
* Team Leadership: Supervise, train, and motivate front desk and reservation Crew, fostering a positive work environment that encourages professional growth and teamwork.
* Operations Management: Oversee front desk operations, including check-in/check-out processes, room assignments, and billing procedures, ensuring efficiency and accuracy.
* Collaboration: Work closely with housekeeping, maintenance, and management to coordinate guest services and address any issues that arise.
* Reservation Management: Manage room inventory and bookings, optimising occupancy rates and revenue.
* Reporting: Prepare reports on front desk operations, including occupancy trends, guest feedback, and team performance, presenting findings to senior management.
* Compliance: Ensure compliance with hotel policies, procedures, and safety standards, and ensure that all front desk Crew members follow these guidelines as well.
* Customer Relations: Build and maintain strong relationships with guests, anticipating their needs and exceeding expectations.
Qualifications
* Proven experience in a hotel front desk or customer service role, with at least 2 years in a supervisory position.
* Excellent communication and interpersonal skills, with a friendly and professional demeanour.
* Strong problem-solving abilities and a customer-focused mindset.
* Proficiency in hotel management software and MS Office Suite.
* Ability to work flexible hours, including weekends and holidays.
* A passion for hospitality and commitment to providing an exceptional guest experience.
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