Lead Guest Experience Coordinator

1 week ago

Melbourne, Victoria, Australia beBeeGuest Full time $90,000 - $125,000
Front Office Manager Job Description

About the Role:

As a Front Office Manager, you will be responsible for leading a dynamic front desk team to deliver exceptional guest experiences. This involves understanding and exceeding guest expectations at every turn.

Your Key Responsibilities:

  • Leading by example, driving return guest programs, gaining insights from and updating customer relationship management systems, and implementing guest feedback improvement plans.
  • Motivating and developing your team, guiding them along their career journey to greatness.
  • Ensuring operational excellence through the execution of daily front desk operations, guaranteeing smooth running and exemplary guest service with every encounter.
  • Jumping in to complete check-ins, engaging in meaningful guest interactions, answering calls, giving directions, and making recommendations.
  • Empowering your team to do the same, committing to the five practices of exemplary leadership.
  • Personally inspecting VIP rooms, meeting and greeting VIP guests, and ensuring any procedure in place to manage their experience is effective.
  • Turning around dissatisfied guests with a smile and an appropriate outcome.
  • Preparing reports for the front office department on a daily, weekly, and monthly basis.
  • Partnering with the Hotel General Manager and Finance Business Partner to set and meet financial forecasts and budgets.
  • Controlling front office operating expenses, wages, and cost of sales, always within budget.

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