Front Office Manager
Job No:
SPAK31082022
Location:
Auckland
About Stamford Hotels and Resorts
Stamford is one of the largest owner/operator of premium quality hotels in Australia and New Zealand. The group operates a hotel portfolio with nearly 1800 rooms, 1000 employees, and residential assets. At Stamford Hotels and Resorts, we understand that our people are our greatest asset. We strive to retain, develop, and reward passionate and success-orientated professionals at all levels. In our pursuit of excellence, we encourage entrepreneurial thinking, challenge the status quo, and inculcate a sense of ownership while fostering an environment of transparency, collaboration, respect, and integrity among our employees, business partners, and the community at large.
About the Role
We are currently seeking a dynamic and experienced Front Office Manager to lead and inspire our Front Desk, Concierge, Night Audit, and Duty Manager, teams. The Front Office Manager will ensure the smooth and efficient running of the Department by fostering a team that is well trained, engaged, and consistently strives to deliver a superior level of guest service.
You will be expected to lead your teams to deliver the highest standards of service by engaging with our guests from arrival to departure and responding to all requests, inquiries, and complaints during their stay. In your new role, you will report directly to the Executive Assistant Manager and oversee all Front Office operations in order to achieve budget expectations and provide outstanding service.
Duties and Responsibilities
- Control and analyze departmental costs on an ongoing basis to ensure performance against budget.
- Manage and utilize the staff and resources available to organize and facilitate the highest possible standards in room inventory management and sales.
- Drive the Front Desk, Concierge, Night Audit and Duty manager teams to promote and upsell rooms and restaurants at every opportunity to increase hotel revenue.
- Promote and encourage self and staff to follow the hotel’s vision, goals, and values while encouraging clear communication lines and forums.
- Ensure self and staff display professional, friendly, and helpful service to all guests.
- Enforce hotel policies and procedures and provide guidance to staff.
- Monitor all Front Office departments' rostering and execute front office rostering & payroll.
- Liaise with the Housekeeping Department, about any discrepancies in room status and take necessary action.
- Deal with guest complaints and issues and ensure it is resolved promptly in accordance with the hotels’ core values.
- Oversee and manage the coordination of all security functions within the hotel that are concerned with continuity and safety.
- 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.
Skills and Experience
- Previous Front Office management experience within a 4 or 5-star hotel.
- A demonstrated history of achieving financial targets and working within a budget.
- Experienced in inspiring, coaching, and developing a positive and efficient team.
- Excellent organizational, time management, and computer literacy skills.
- Full NZ driver’s license is essential.
- Current General Manager's Certificate and First Aid Certificate are desirable.
- The ability to deal with guest issues in a timely, positive, and professional manner.
- Strong attention to detail, and interpersonal and communication skills.
- A high standard of personal presentation.
- Knowledge of the Opera system will be highly regarded.
- Formal qualifications in Hotel Management are desirable but not essential
What do we Offer…?
As a team member with us you can expect to receive:
- Competitive Salary
- Great career opportunities and development
- Food & beverage discounts in all F&B outlets within the Hotels
- Complimentary Staff meals
- Complimentary uniform - Dry Cleaning
- Discounts on health & wellness memberships
- Employee Assistance Program (EAP)
How to Apply
If this sounds like the opportunity for you then apply online today, please click the 'Apply Now' button.
We thank you in advance for your interest in this position, however only shortlisted candidates will be contacted for an interview. No recruitment agencies, please.
The successful applicant must be legally entitled to work and possess a current valid work permit in New Zealand.