FRONT OFFICE MANAGER – Hamilton Island Holiday Homes
We are seeking a Front Office Manager to join the team in Holiday Homes. Working closely with a team of Front Office professionals you will be responsible for the smooth running of the Front Office department and ensuring the delivery of an exceptional guest experience.
Why you'll love working with us
* Largest inhabited island in the Whitsundays
* Award-winning international holiday destination
* Subsidised staff accommodation
* Employee discounts on a range of restaurants and activities
* Close-knit social environment and work culture
Your Role
Manage the Hamilton Island Holiday Homes Front Office, Guest Services Operations and take responsibility in the absence of Senior Management to ensure all staff and guests receive immediate attention to situations requiring managerial decisions.
Where you'll make an impact
* Ensure the smooth operation of the Front Office Department, resolving problems arising from guest complaints by attending to their requests and enquires promptly and tactfully in order to maintain a high level of guest satisfaction
* Manage the owner's Golf Buggies, ensuring servicing and cleaning is completed when due. Maintains records of all damages either by accident or wear and tear. Corresponds with guests on all damages and conducts the process in retrieval of funds
* Maintain strong relationship with Buggy Hire to ensure a smooth operation for issuing buggies to guest and safety procedures are adhered to
* Ensure work vehicles are checked and serviced regularly and kept in a clean and tidy state
* Prepare statistical reports and forecasts on anticipated arrivals, departures, groups and other statistics as required by management in measuring business operations and making sound decisions and plans
* Prepare the rosters for the supervisors and hosts according to forecasted occupancy and productivity standards and budget guidelines
* Maintain clear internal communication systems with concise records for all guest requests and complaints
* Prepare accurate reports on all guest and staff incidents in a timely basis for management outlining all relevant details and liaising directly with the island OH&S department
* Oversee the management of city ledgers, house accounts and late charges and liaises with the finance / reservations department when problems arise
* Co-ordinate with housekeeping management to achieve a high level of guest satisfaction
* Direct and coordinate the activities of Front Office to maintain smooth operating procedures. Implements changes to daily tasks and skills training as required
* Responsible for the recruitment of staff and oversee the performance evaluation process of the Front Office Department to initiate appropriate training to ensure guests receive a high level of customer service at all times. Conduct performance appraisals when required
* Ensure effective rostering of staff to keep within budget guidelines whilst maintaining high levels of service
* Perform any additional tasks as requested by Senior Management
* Ensure effective channels of communication are maintained through briefings, departmental meetings and attending Department Head and Employee meetings
What we're looking for
You have excellent presentation, communication and interpersonal skills. Your proven leadership skills combined with a motivating attitude assist with the ability to work well under pressure.
To be successful, you will need
* Diploma of Hospitality Management or equivalent (Essential)
* Minimum 18 months' experience in an Assistant Front Office Manager position (Essential)
* Demonstrated previous hotel Front Office HOD experience (Essential)
* Current open/unrestricted manual driver's license (Essential)
* Knowledge of Front Office systems and procedures (Essential)
About Hamilton Island
Our mission is to share the wonder of Hamilton Island with the world by creating wonder-filled experiences for our guests, employees and community.
Every team member plays a role in shaping those experiences – making Hamilton Island not just a great place to visit, but a great place to work.
A little island can do wonders - make your next career move one to remember.
Apply now!
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