Chief Hospitality Experience Officer

4 days ago

Darwin city centre, Northern Territory, Australia DCOH Full time
Job Description

We are seeking a highly skilled and experienced Chief Hospitality Experience Officer to join our team at DCOH. In this role, you will be responsible for overseeing the daily operations of the front office department, ensuring exceptional guest services and maintaining high standards of hospitality.

About the Role:

  • Manage front office operations, ensuring efficient and effective service delivery.
  • Supervise and train front office staff, including receptionists and concierge team.
  • Ensure guest inquiries and requests are addressed promptly and professionally.
  • Monitor and maintain appropriate staffing levels to meet operational demands.
  • Handle guest complaints and resolve issues in a timely manner, ensuring guest satisfaction.
  • Implement and maintain front office procedures and policies in alignment with DCOH standards.
  • Oversee the management of guest reservations, check-ins, and check-outs.
  • Coordinate with other departments to ensure seamless service delivery for guests.
  • Prepare and present reports related to front office operations to management.
  • Ensure compliance with health and safety regulations within the front office area.

Requirements:

  • 2 years' experience in a leadership role within Front Office or a similar environment.
  • Demonstrated leadership experience within the customer service industry.
  • Possess a strong background in Front Office procedures and Opera PMS.
  • Experience with forecasting, budgeting and Revenue Management principles.
  • Proven experience managing rosters and costs to achieve budgets and targets.
  • Demonstrated ability to coach, mentor, develop and inspire teams.
  • Proven ability to act independently on all matters relating to team and guest safety and wellbeing in the absence of senior management.
  • Excellent time management and communication skills including rapport building between internal and external stakeholders.
  • Calm and professional demeanor in all instances, confident in conflict resolution and complaint handling.
  • Self-motivated with genuine passion for hospitality and guest experience.
  • Demonstrated ability to coach, mentor, develop and inspire teams.
  • Flexibility to work various shifts, including weekends and holidays.

Salary: $60,000 - $80,000 per year.

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