Front Office Manager

Work Locations Hilton Queenstown Hotel Kawarau Village 79 Peninsula Rd Queenstown 9300

• Oversee the entire front office operation to maintain high standards
• Evaluate levels of guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP guests are recognised and that the front office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Maximise room occupancy at best rates and use up selling techniques to promote hotel services and facilities
• Set departmental objectives, work schedules, budgets, policies and procedures
• Monitor the appearance, standards and performance of the front office team members with an emphasis on training and teamwork
• Ensure team members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings and produce minutes
• Manage staff performance issues in compliance with company policies and procedures
• Recruit, manage, train and develop the front office team
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary

• A degree or diploma in Hotel Management or equivalent
• A minimum of 3 years of front office supervisory experience in the hotel, leisure or retail sector
• High level of IT proficiency
• High level of commercial awareness and sales capabilities
• Experience of managing people and developing people
• Previous experience of managing a department and profit and loss account
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Flexibility to respond to a variety of work situations
• Ability to work on your own and as part of a team

• Familiarity with property management systems
• Additional degrees or diplomas in Hotel Management or equivalent

Full time