Front Office Manager
 
JOB TITLE: Front Office Manager
EMPLOYER: Excelsior Hotel & SPA Baku DUTY STATION: Azerbaijan
PUBLISHED: 2020-03-11 LAST UPDATED: N/A DEADLINE: 2020-04-10

Position: Front Office Manager

Job Description:

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all standards are being applied.
• Prepare forecasts and reports and assist in the development of the room's budget.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Interview, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
• Communicate both verbally and in writing to provide clear direction to staff.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Ensure compliance of front office, guest service, standard operating procedures and policies.
• Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Qualifications:

• Proficient with PMS system.
• Able to handle cash and credit transactions.
• Computer literacy and financial management a must.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• General knowledge of local area attractions and transportation.
• Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Able to establish and maintain effective working relationships with associates and customers.
• Able to make sound business decisions and take action quickly based on previous experience and good judgment.
• Knowledge of hotel operations, including marketing plans, security and safety programs, preparation of business plans, repairs, maintenance, budget forecasting, and long-range planning.
• Effective verbal and written communication skills. (Azeri/Russian/English)
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Please send your CV to careers.exc@pmdhospitality.az until March 15, 2020.Please indicate the name of the position “Front Office Manager” in the subject line of the email. CV’s without position name indication in subject will not be considered. Only shortlisted candidates will be invited to the further stages of the recruitment process.

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