Customer Experience Director

1 week ago

Perth, Western Australia beBeeLeadership Full time $90,000 - $120,000
Job Title: Front Office Manager

About This Role:

The Front Office Manager is a key position that oversees the daily performance of front office operations, ensuring exceptional guest experiences and brand service standards are consistently met.

This leadership role involves managing a team to deliver top-notch customer service, handling guest requests, inquiries, and complaints in a professional manner. Additionally, it requires maximizing sales revenues through up-selling and marketing programs within the department.

Key Responsibilities:

  • Lead and support daily front office operations to achieve seamless guest experiences
  • Manage, develop, and motivate the front office team to meet brand standards and exceed guest expectations
  • Respond promptly and professionally to guest requests, inquiries, and complaints
  • Cultivate opportunities for upselling and implement effective marketing strategies within the department
  • Maintain high levels of guest satisfaction by monitoring reports and implementing corrective actions as needed
  • Establish departmental objectives, work schedules, and budgets to ensure efficient operation
  • Ensure the team maintains a professional demeanor, stays updated on VIP guest movements, hotel events, local attractions, and activities

Requirements:

  • Bachelor's degree or diploma in Hotel Management or equivalent experience
  • A minimum of 5 years of front office managerial experience in a similar-sized hotel
  • Fluency in English for professional communication with guests and team members
  • Exceptional leadership, interpersonal, training, and development skills
  • Passion for delivering exceptional guest experiences
  • Demonstrated ability to resolve problems and conflicts efficiently under pressure
  • Well-presented, organized, and composed demeanor

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