Front Office Manager

**The Twelve Apostles Hotel and Spa**

**Front Office Manager**

**Job Purpose**:
To lead, manage and support Front Office, Boutique and Concierge teams of the Hotel

**Employee Value Proposition**:
This position offers variety and freedom from repetition and opportunities to interact with diverse people on a daily basis where your leadership and assertiveness skills will be used as part of a highly effective team; whilst operating within clearly defined standards and expectations; where your specialist guest service expertise can be recognised.

**Organisational Positioning**:

- **Department**:Rooms Division
- **Reporting to**:Hotel Manager
- **Location**:The Twelve Apostles Hotel Premises

**Minimum Experience and Qualification Required**:

- 4 years 5* Hotel experience with a rooms focus.
- Hotel Diploma or Relevant Hospitality qualification
- Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel
- Knowledge of a Property Management System at Operator Level
- Highly presentable
- Excellent command of the English language with solid verbal and written communication skills
- Proven financial acumen
- Experience with stock control, stock count and resolving of stock discrepancies
- Proven exceptional track record of guest interaction and service recovery
- Must be able to work flexible hours including week-ends, public holidays and late shifts

**Advantageous Experience and Qualification Desired**:

- Exposure to Opera
- Exposure to Ideas Revenue Management System

**Key Performance Objectives**:

- To be a Red Carnation Hotel Ambassador by:

- actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
- owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
- ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
- creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
- working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
- being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
- to actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
- to be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service
- To manage the Front Office Team in accordance with Red Carnation Hotel Management principles by:

- Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.
- Ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationship with employees with the goal of achieving the highest performance of excellence out of your team and high levels of staff retention.
- ensuring that staff are rostered according to the peaks and troughs of the business; ensuring that there is always sufficient labour available to meet our high guest service standards while keeping labour costs to a minimum; and ensuring that all staff are afforded time to take sufficient rest by scheduling off days and leave in a manner that allows for work/life balance and high levels of morale and productivity; and ensuring there is roster flexibility to adapt to unscheduled absences like sick leave and family responsibility leave; and recording all attendance correctly and timeously on Net TimeSheet
- Recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, and implement improvements where required.
- To support and lead the Front Office team by:

- Ensuring that the Reception, Concierge, Switchboard and Lobby Shop deliver a seamless and effortless guest experience in accordance with Red Carnation standards.
- Proactively leading the Guest Relations Team to anticipate and exceed guest expectations.
- ensuring that all guest feedback received, both in electronic and manual format, are responded to and followed up and followed though; and where relevant included in various reports; e.g. Mrs Tollman’s daily report.
- Ensuring that all room standards are adhered to