Front Desk Operations Manager

1 week ago

Slough, Slough, United Kingdom Uno Hotel Heathrow Windsor, 19-23 London Rd,... Full time

Job Summary

We are seeking a highly skilled and experienced Front Desk Manager to oversee the daily operations of our front desk area in our hotel. As a key member of our team, you will be responsible for ensuring the safety, security, and comfort of our guests.

Key Responsibilities:

  1. Manage the front desk area, ensuring a high level of customer service and a smooth check-in and check-out process.
  2. Analyze guest needs and preferences, and determine the most effective way to meet their demands and exceed their expectations.
  3. Deal with all guest complaints and concerns in a professional and courteous manner, and take every effort to resolve them promptly and fairly.
  4. Supervise all reservations requests, confirmations, and special requests, ensuring that all guests receive the best possible service.
  5. Have a thorough knowledge of hotel rates, terms, and conditions, and take every opportunity to upsell rooms and services to maximize occupancy and revenue.
  6. Assist in the training and development of colleagues, ensuring that they have the skills and knowledge needed to provide exceptional customer service.
  7. Determine staffing needs and ensure that the front desk area is adequately staffed at all times.
  8. Monitor all guest accounts, ensuring that charges are accurate and that supporting documentation is readily available.
  9. Have a thorough understanding of hotel cash handling and security procedures, and report any discrepancies immediately.
  10. Ensure compliance with all relevant laws, regulations, and company policies.

Requirements:

  1. Minimum 3 years' experience in a similar establishment in a managerial position.
  2. Degree in hospitality management or a related field.
  3. Excellent leadership and supervisory skills.
  4. Outstanding customer service skills.
  5. Ability to think on the spot and work well under pressure.
  6. Initiative in handling customer complaints.
  7. Business management skills.

Working Environment:

The successful candidate will be working in a fast-paced hotel environment, and will be required to work a variety of shifts, including evenings and weekends.

Benefits:

  • Competitive salary and benefits package.

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