Front Office/Guest Services Manager to

3 days ago

Bunbury, Western Australia BWP Lord Forrest Hotel Full time $90,000 - $120,000 per year

The Lord Forrest Hotel by Best Western Plus is currently looking for a full-time Front Office/Guest Services Manager to join our team.

You will be responsible for the leadership of the Front Office Team, alongside the Front Office Supervisor, you will assist the team in delivering enchanting service to all of our guests, whilst achieving departmental goals and KPI's.

This is an exciting opportunity for an experienced Front Office Manager to join our team.  You will have direct accountability for the department in conjunction with the Hotel Manager, and will have a proven track record in effectively managing a team.

Your responsibilities will include:


• overseeing the day to day operations of the Reception Desk, Events Bookings, Group Bookings, Online Presence, Communications and Reservations


• Supervise all positions within Front Office Department including: Duty Manager's, Night Manager, Guest Service Agent and Junior Receptionists


• Drive a guests centric culture within Front Office


• Effectively dealing with guest problems and complaints


• Prepare rosters and process timesheets  (through the hotel's payroll system) within budget, business expectations and guidelines of the appropriate industrial legislation


• Ensure all staff are sufficiently trained and attend compulsory hotel training programs as required by Best Western Hotels


• Effectively communicate and disperse all relevant information via shift handover, log books, guest history, traces and by hosting the regular Duty Manager meetings


• Actively promoting a work environment, which cares for guests and colleagues alike

For this role, your attributes will be inclusive of the following:


• Previous experience in a similar role, ideally within a hotel or similar


• Ability to lead by example


• Have superior verbal and written communication skills


• Advanced knowledge of hotel computer systems


• Well presented, friendly with a professional attitude


• Able to work well under pressure and effectively prioritise tasks


• Demonstrated ability to lead, coach, mentor and motivate staff


• Strong organizational skills, attention to detail, flexibility, and a commitment to the highest level of guest service


• This role requires flexibility with various shifts on a rotating roster that includes morning, afternoon shift and overnight shifts.

This position is an integral part of a high performing hotel team, and a key contributor to the hotel's ongoing success.

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