Front Desk Manager

Serviced Aparthotel in Sydney CBD looking for experienced Front Desk Hotel Manager to ensure smooth operation between the Front Desk team, Back of House and Management teams.

Job responsibilities included but are not limited to:

Staff Management

Manage the team to ensure that they are enforcing the hotel's protocols, and following procedures.
Ensure quality control of all correspondence between staff and guests so the team are always passing on correct information, and assisting the guest to book directly through us.
Ensure consistently high standard of customer service and guest satisfaction is delivered by all staff
Creating protocols to ensure follow ups for any prospective guests depending where they are in the booking process
Be fully prepared for all shifts through the day, and ensure that shift preparation and handover is done by staff correctly so no information gets lost between shifts, in short in be FANTASTIC communicator.
Prepare feedback for Monthly staff meetings
Be available to support the front desk with check ins, check outs and concierge with luggage, valet parking, booking tours, giving local recommendations.
Ensure team members maintain a professional manner and are up to date with VIP guest movements, local events, local attractions and activities
Assist in mentoring junior staff members, and training them in SOPs
Guest Management

Handle guest requests, inquiries and complaints, be the point of contact in the absence of general managers, especially on the weekends
Deal to customer complaints ensure they have the most positive outcome possible
Address any ongoing issues or bring to Assistant GM and General Manager's attention
Be visible in the hotel lobby and other public areas, particularly during busy times
Respond to online reviews
Engage guests in conversation and provide general assistance, as requested
Meet and greet VIP guests upon arrival, where required
Monitor Guest feedback and implement actions to improve results


Experience/Skills required:

RMS experience preferred

Masters Degree Preferred

2 years Hotel Management experience required

Driver's License ESSENTIAL