Front Desk Operations Manager
3 days ago
We are a global leader in asset management, specializing in real estate. Our team has a strong track record of delivering new-build hotels and repositioning existing properties across Australia and New Zealand.
We pride ourselves on being a partner with world-renowned brands such as Holiday Inn Express, voco, Hotel Indigo, Kimpton, and Sebel.
Job Description:
We are looking for an experienced Senior Front Desk/Express Agent to join our team at voco & Holiday Inn Express Auckland City Centre. As a member of our Front Office team, you will be responsible for overseeing front desk operations, providing support to your colleagues, and ensuring an exceptional guest experience.
Responsibilities:
- Oversee daily Front Desk operations, guiding and supporting Express Agents as needed.
- Model excellent customer service and promote teamwork within the Front Office team.
- Deliver on-the-job training to new staff to ensure high service standards.
- Resolve escalated guest issues promptly and effectively.
- Promote upselling and cross-selling opportunities for rooms and food & beverage.
- Maintain accurate records of transactions and adhere to cash handling procedures.
- Collaborate with other departments to ensure seamless hotel operations.
Requirements:
- Previous experience in a front desk or customer-facing role, preferably in a hotel setting.
- Effective leadership and communication skills.
- Calm under pressure, with a focus on resolving issues efficiently.
- Passionate about delivering outstanding guest service and fostering a positive team culture.
- A forward-thinking, dynamic, and team-oriented mindset.
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