Front Office Manager

3 weeks ago

Auckland, New Zealand Auckland Rose Park Hotel Full time

Auckland Rose Park Hotel is located in Parnell, across from the beautiful rose gardens in central Auckland, offering 111 rooms, with city or garden views. We host an outdoor swimming pool, our busy Garden View Restaurant & Bar, and 3 conference and meeting spaces. The hotel is 4-star Qualmark accredited and all guest rooms and bathrooms were completely refurbished recently.
About the role:
The successful candidate should have strong commercial acumen, be a good team builder with the ability to deliver operational excellence.
You must have a minimum of 3 years industry experience in a similar capacity, be competent, and have a proven track record in all facets of Front Office management.
Key responsibilities of this role include:
Overseeing the Front Office operations & maintaining high customer service standards including the running of day-to-day processes and procedures.
Controlling and monitoring availability of rooms, room types, and rate categories.
Ensuring our guests experience an efficient check-in/out process, and more personalised services.
Overseeing recruitment of all new Front Office team members, including onboarding, induction, training, coaching, performance reviews, performance management & ongoing development.
Liaising with Food and Beverage, Housekeeping, Maintenance, and Finance to ensure seamless service.
You must be able to demonstrate strong confidence to network at all levels in the corporate and leisure sectors to develop strategic business partnerships.
You will play a leading role in promoting a positive work culture and have well-developed interpersonal and communication skills to ensure team member and guest inquiries and concerns are handled efficiently and fairly.
You will manage, direct and support all Front Office colleagues, whilst also having the ability and willingness to work across a range of work areas during busy periods.
You will be confident to take control in a range of hotel emergency situations and be available to work a variety of rotational shifts including mornings, evenings, nights, weekends, and public holidays.
You'll have excellent customer relations, problem-solving, and time management skills, and have a working knowledge of hotel property management systems such as Clarity.
Specific Requirements:
Tertiary Qualifications in Hotel or Hospitality Management, or equivalent desirable.
Demonstrated experience in meeting and exceeding KPI targets in guest service, payroll costs, SOPs reservations, night audit, and debtors.
Strong financial and analytical skills in developing staffing rosters and payroll budgets and allocating appropriate resources to ensure a sustainable & profitable business.
LCQ training and a current Manager's Certificate.
Able to work a range of shifts/hours including weekends and public holidays.
A clear understanding of the levers that drive guest service, revenue, and performance in all interactions with all types of guests.
Previous experience in Clarity property management system.
Minimum of 3 years of front office manager experience in similar sized hotels.
First Aid training.
Full New Zealand Driving License required.
Key personal attributes and skills:
Excellent controlling, delegating, planning, teamwork, and organisational skills.
Excellent negotiation and time management skills.
Consistently act in the best interests of the business.
Previous experience in a hotel front office management role.
The ability to lead by example.
Sound Microsoft Office Computer literacy.
Sound written and verbal communication skills.
Fluent English is a must; an alternative language would be an advantage.
A high standard of personal presentation and a professional mannerism at all times.
All applicants must have the legal right to work in New Zealand to be considered for this position.
Employee Benefits:
The hotel provides staff meals, free onsite car parking, and other employee benefits.

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