Front Office Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Front Office Manager

Peppers Beacon

Accor

Feel Welcome. Feel Valued.

Front Office Manager

Peppers Beacon, which is part of the global hotel chain Accor, offers luxury apartment-style accommodation on the on the shores of Lake Wakatipu in Queenstown. Here, our guests admire the views of New Zealand's famous Remarkable Mountains, and immerse themselves in the stylish comfortable accommodation and exceptional personalised service at Peppers Beacon Queenstown.

An exciting opportunity has become available for an exceptional and passionate Front Office Manager to join the team at Peppers Beacon. This is a full-time challenging role that will provide a clear career path into a future Rooms Division or Operations Manager position for the right candidate. Peppers Beacon is a property that demands excellence and for the right candidate it is an opportunity to really fast track their career within one of the largest global hotel companies - Accor.

This hands on and varied position is responsible for ensuring the smooth and efficient running of the Front Office operation by fostering a team that is well coached, engaged and consistently strives to deliver a superior level of guest service, whilst ensuring the Hotels profitability and success continues - so a proven track record of success in this area is important.

This is a senior managerial role within Peppers Beacon that reports to the General Manager you will have the experience and ability to assume full responsibility for the smooth running of the Front Office department and the team.

Core Position Responsibilities and Activities:

• Management experience in Front Office operations, preferably at a strata managed property.
• Control and analyse departmental costs on an ongoing basis to ensure performance against budget.
• Drive the Front Office team to promote and upsell rooms and food & beverage at every opportunity to increase hotel revenue.
• Monitor all Rooms Division departments and ensure highest levels of productivity at all times.
• Ability to manage and nurture the relationship with housekeeping effectively.
• Deal with guest complaints and issues and ensure they are resolved promptly in accordance with the hotels' core values.
• Coach and train staff and managers in all aspects of the role outlined in their job descriptions, particularly with a customer service focus.
• Review and update policies and procedures for the department.
• Drive a positive team culture and foster strong interdepartmental relationships with other departments.
• A clinical eye for detail and good organisational skills.
• Demonstrated ability to work well under pressure and be a positive management representative of the hotel.

Maintaining Guest Services and Front Office Goals:

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Management of Front Office Team:

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviours.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Managers and supervises all areas of the Front Office in the absence of Duty Manager or Supervisors.

Ensuring Exceptional Guest Service:

• Provides services that are above and beyond for guest satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviours of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Supporting Talent & Culture Activities:

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Solicits employee feedback, utilizes an "open door" policy and assesses employee satisfaction to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the General Manager and Human Resources.
• Ensure all team members are up to date with all OHS, Compliance and all Learning and Development modules and requirements; and these are being adhered to and up-to-date at all times.
• Conducts the interviewing and hiring of employee team members with the appropriate skills.
• Undertakes departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Facilitates employee progressive discipline procedures, when required.

Managing Projects and Policies:

• Implements and drives guest recognition/service program, communicating and ensuring the process.
• Coaches staff and monitors adherence to all credit policies and procedures to reduce financial risk and rebates.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all checklists, operational policies, Health & Safety policies and standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures.

Additional Responsibilities:

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyses information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates management, the peers and the subordinates on relevant information in a timely manner.
• Performs all duties and runs the Front Desk as and when necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

What will it be like to work for Accor at Peppers Beacon?
Accor, Peppers Beacon parent company, is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels, resorts and apartments to extended-stay suites and mid-priced hotels. For over half a century, AccorHotels has offered business and leisure travellers the finest in accommodations, service, amenities and value. Accor is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands and our amazing Team Members are at the heart of it all!

In return for your energy, hard work and sense of fun, we offer you discounted rates at our hotels, resorts and apartments across the globe and w ith over 4,000 hotels in 95 countries, Accor is one of the largest accommodation providers in the world, and is still growing but we are far more than a worldwide leader, we are a collective of over 240,000 women and men who share a unique and unparalleled obsession to create amazing memorable experiences for our guests. We pride ourselves on offering our team members the opportunity to develop and grow in their chosen career by providing an extensive range of training and development programs.

Unique opportunities such as this don't come along often, so if you are an energetic hospitality professional with a passion for customer service, who wishes to excel then APPLY NOW!!!

Aboriginal & Torres Strait Islander people are strongly encouraged to apply.

Learn more about Accor - Follow ALL-Accor Live Limitless @all.pacific

Work your way across the Pacific and find other opportunities - www.jobsataccor.com.au

To see what our team are up to connect with us at @KeepUpWithAccor on Instagram, Accor Careers Pacific on Facebook and LinkedIn .