Front Office ManagerOne&Only Resorts

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrate appropriate behaviours.
• Supervise and manage employees. Understanding employee positions well enough to perform duties in employees' absence.
• Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develop specific goals and plans to prioritize, organize, and accomplish your work.
• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Assist with energy conservation efforts by monitoring compliance during property tours.
• Support implementation of the customer recognition/service program, communicating and ensuring the process.
• Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Ensure compliance with all policies, standards and procedures.
• Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understand and complies with security, health and safety policies and procedures.
• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervene in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Serve as a leader in displaying outstanding hospitality skills.
• Set a positive example for guest relations.
• Empower employees to provide excellent customer service.
• Observe service behaviours of employees and provides feedback to individuals.
• Maintain high visibility in public areas during peak times.
• Provide immediate assistance to guests as requested.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Record guest issues in the guest response tracking system.
• Review comment cards and guest satisfaction results with employees.
• Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Identify the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Assist as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyse information and evaluating results to choose the best solution and solve problems.
• Inform and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Communicate any variations to the established norms to the appropriate department in a timely manner.
• Participate as needed in the investigation of employee and guest accidents.
• Perform Front Desk duties in high demand times.

Education or Certification

• Minimum two years working in a luxury, or boutique hotel guest services department
• Must be proficient in hospitality revenue management, guest services and team development
• Previous guest service and reservations experience preferred.
• Excellent written and oral communication skills required.
• Strong leadership skills and interpersonal communication skills.
• Must be fluent in verbal and written English.
• Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
• Excellent listening and comprehension skills required.