Front Office Manager

An exciting opportunity has become available for an exceptional and passionate Front Office leader to step up and join the team at Peppers Beacon as Front Office Manager. This is a full-time challenging role that will provide a clear career path for the right candidate. Peppers Beacon is a strata property that demands sound understanding of strata management and for the right candidate it is an opportunity to really fast track their career within one of the largest global hotel companies - Accor.

This is a very operational hands on and varied position responsible for ensuring the smooth and efficient running of the Front Office department by fostering a team that is well coached, engaged and consistently strives to deliver a superior level of guest service, whilst ensuring the hotels profitability and success - a proven track record of success in this area is important. This position requires shift work, weekends and public holidays. This role will be required to work alongside the Duty Managers and will be working the equivalent pattern of shifts as the Duty Managers, this to ensure the department and hotel has sufficient management coverage at all times.

This is a senior managerial role within Peppers Beacon that reports directly to the General Manager and ideally you will have in-depth strata property experience but must have the ability to assume full responsibility for the smooth running of the Front Office department ensuring key metrics are achieved such as, but not limited to, guest experience, team development, financial performance and compliance objectives and other such objectives applied at any time by the General Manager.

Place of Work:                       Peppers Beacon, 34 Lake Esplanade, Queenstown, 9300.

Salary:                                    Minimum $66,000 - $70,000 NZD Per annum

Employment Status:             Full-time (min 30hrs per week)

Skills and Experience:

• Experience in leading and nurturing team members, along with internal department relations, to focus on improving the service experience offered.
• Minimum of 2 years operational experience in Front Office, Reservations and/or Rooms Division/Housekeeping operational departments, in a similar property.
• Advanced level of english competency in both written and oral communications.
• Experience in a strata management apartment complex or similar with multiple ownership, covering trust account end of month reconciliations, synchronisation of trust bank account and financial functions.
• National, or international equivalent, tertiary education of a diploma or higher
• Multilingual would be viewed as a significant advantage, with spoken and written english at intermediate to advanced level.

Shift Schedule Expectations:

• Shift work typically covers an 8 hour period, excluding any meal breaks. On occasions additional hours maybe required.
• Indicative shift schedules are:
• Early shifts commencing between 6am and 7am
• Mid shifts commencing between 9am and 11am
• Late shifts commencing between 2pm and 3pm
• Overnight shifts occasionally to support the team when required. Overnight shifts commencing between 10pm and 11pm, and conclude between 7am and 8am.
• Weekend and public holiday shifts are required.

Core Position, Key tasks, Duties and Responsibilities (but not limited to):

• Work alongside the Front Office team whilst covering duty manager shifts.
• Control and analyse departmental costs on an ongoing basis to ensure performance against budget.
• Drive the Front Office team to promote and upsell rooms and food & beverage at every opportunity to increase hotel revenue.
• Ability to manage and nurture the relationship with the Housekeeping Department effectively and productively.
• Manage guest complaints and issues and ensure they are resolved promptly in accordance with the hotels’ core values.
• Coach and train staff and managers in all aspects of the role outlined in their job descriptions, particularly with a customer service focus.
• Review and update policies and procedures for the department.
• Drive a positive team culture and foster strong interdepartmental relationships with other departments.
• A clinical eye for detail and good organisational skills.
• Demonstrated ability to work well under pressure and be a positive management representative of the hotel.

Management of Front Office Team:

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviours.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Managers and supervises all areas of the Front Office in the absence of Duty Manager or Supervisors.
• Implements, manages and drives guest recognition/service program, communicating and ensuring the process.
• Coaches staff and monitors adherence to all policies and procedures to reduce both operational and financial risk.
• In conjunction with the reservations team, supervises same day selling procedures to maximize room revenue and control property occupancy.
• Managers daily Front Desk shift operations and ensures compliance with all checklists, operational policies, Health & Safety policies and standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures.

Ensuring Exceptional Guest Service:

• Provides services that are above and beyond for guest satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviours of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

 Accor Benefits

• ALL Heartist Membership - Take advantage of discounts on accommodation and food & beverage worldwide!
• Family & Friends Discounts - Available on a range of accommodation, services and events for those who mean the most to you
• Accor Live Limitless (ALL) Loyalty Program - Earn status & reward points on your worldwide stays
• Learn Your Way - Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy
• Build Your Network - With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide
• Worldwide Opportunities - We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.

Everyone has a story and we want to learn yours. We invite you to APPLY NOW.