Front Office Manager

FAIRMONT; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading hotel brand in Mexico City is seeking a Front Office Manager to oversee daily operations and ensure guest satisfaction. The ideal candidate will have at least two years of management experience in a similar role and be proficient in both Spanish and English. This position offers a competitive package and opportunities for growth in a creative and rewarding environment.

Servicios

Competitive package

Opportunities for development

Creative working environment

Formación

• Minimum four (2) years of management experience in a Front Office Leadership role.
• Proficient in both Spanish and English.
• Ability to work independently and in a team.

Responsabilidades

• Oversee daily operations of the Front Office.
• Respond to guest inquiries courteously.
• Ensure compliance with brand standards and policies.
• Conduct hiring, training, and coaching for the team.

Conocimientos

Management

Communication

Multitasking

Leadership

Attention to detail

Educación

Bachelor’s Degree

Herramientas

Opera

Alice

Nuvola

Microsoft Word

Excel

Outlook

Descripción del empleo

Overview

The Front Office Manager is responsible for overseeing the daily operations of the Front Office Department, ensuring that guest and employee satisfaction exceeds expectations while delivering profitable results to owners and investors. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments.

Responsibilities

• Oversees the daily operations of the Front Office, ensuring that all established front office and hotel policies are followed, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
• Responds professionally and courteously to arriving, departing, and in-house guests with accurate and timely information and services.
• Courteously answers inquiries and accepts reservations referred from agents, both in person and by telephone.
• Keeps abreast of all in-house and area functions to answer questions and concerns in person and on the telephone with timely and knowledgeable responses.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Has complete knowledge of the hotel's emergency procedures.
• Reviews any problems or concerns from the previous day's night audit and daily work. Addresses any issues with the entire team or individual team members, as appropriate.
• Monitors room inventory to achieve balance and pushes associates to sell out. Trains staff in this strategy.
• Ensure compliance of brand standards, operating procedures and policies.
• Communicates with other departments to ensure complete guest and associate satisfaction
• Participates in Fire Safety and Loss Prevention programs
• Conducts all hiring, training, coaching and counseling for front office team.
• Monitors, tracks and reviews guest comments to identify areas for improvement and shares with team to assist in improving guest satisfaction, guest relations and guest loyalty scores, responding directly to guests as needed.
• Monitors availability and occupancy on a daily basis and consistently communicates with revenue manager to resolve any challenging issues.
• Any other reasonable duties as assigned by the supervisor or manager
• We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service

Qualifications

• Bachelor’s Degree preferred.
• Minimum four (2) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel.
• Proficient with computer systems such as: Opera, Alice, Nuvola, Microsoft Word, Excel & Outlook.
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Ability to work independently and to partner with others to promote an environment of teamwork.
• Must have excellent communication skills and be able to read, write, speak and understand Spanish and English.
• You can turn any situation around into a positive experience for all, guests and team alike.
• You think big and encourage your team to believe.
• You are a natural at leading and managing others, and you lead by example, creating an environment where your team can be their best self.
• You exhibit a professional attitude, diplomacy and an ability to handle difficult situations.
• You get things done, independently and skilled at taking decisive action.

Additional Information

• What's in it for you...
• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.