Front Of The House Manager Viseu

Front Of The House Manager
Viseu
Viseu, Viseu District, Portugal

Mission:

Front of the House Manager has the responsibility for the strategic leading of the Front Office operations, ensuring exceptional guest experiences and adherence to brand standards. Responsible for planning, implementing, and overseeing the quality of Front Office services, optimizing efficiency, and driving customer satisfaction. Works closely with the Rooms Division leadership to align departmental strategies, meet brand expectations, and maximize financial performance. Key responsibilities include managing the daily operations of the Front Office, ensuring smooth guest arrivals and departures, maintaining service excellence, and fostering employee engagement. The role also involves collaborating with other departments, such as Housekeeping and Security, to enhance overall guest satisfaction. Areas of impact:

Front Office, Guest Services, Hotel Brand.

Leading Rooms Team:

• Champions the brand’s service vision for product and service delivery.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Monitors and promotes room rates, specials, and promotions at the residence.

Managing Profitability:

• Analyzes service issues and identifies trends.
• Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviews and audits expenses.

Managing Revenue Goals:

• Monitors Rooms operations sales performance against budget.
• Reviews reports and financial statements to determine Rooms operations performance against budget.

Ensuring and Providing Exceptional Customer Service:

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance the customer experience.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Interacts with guests to obtain feedback on product quality and service levels.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensures that employees understand expectations and parameters for Room duties.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities:

• Interviews and hires employees.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Rooms (e. G. ,
  - shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily
  - up meetings and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented and communicates
  - up actions to team as necessary.