Reception Manager

Excelsior Hotel Gallia
Azienda: Excelsior Hotel Gallia
Regione: Lombardia - Italia
Località: Milano
Data pubblicazione: 5 Maggio 2022
Milano Lombardia - Italia
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Assist and support the Director of Rooms in administering front office functions and supervising staff on a daily basis. Position directs and works with managers and employees to carry out procedures. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Good people skills, pleasant personality with a dynamic professional attitude to supervise and lead the team, high organization and multitasking abilities are strongly required. The ideal candidate will have previous customer service and office management experience along with a solid customer service approach,

Provide guidance and direction to all associates to ensure they are adhering to all hotel policies, standards, procedures and regulations.

Ensures that all team members clearly understand their job roles, responsibilities, and performance expectations.

Ensures that plans and actions are in place to meet departmental goals.


Education and Experience

High school diploma or GED; a minimum of 3 years of experience as a front desk manager or similar or related professional area.

Full proficiency in Italian and fluency in english are required

Opera, Microsoft Office


Maintaining Guest Services and Front Desk Goals

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Visible in the front of the house during high traffic time
Verifies that accurate room status information is maintained and properly communicated.
Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
Reviews and completes credit limit report.
Checks cashiers in and out and verifies banks and deposits at the end of each shift.
Enforces all cash-handling, check-cashing, and credit policies.
Upholds the hotel’s commitment to hospitality to Luxury Hospitality.
Prepare performance reports related to front office.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
Review daily front office work and activity reports generated by Night Audit.
Review Front office log book and Guest feedback forms on a daily basis.
Organize and prioritize daily work; monitor progress against schedule and business demands.
Manage own time and time of the department.

Supporting Management of Front Desk 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.
Ensures that all team members are trained on technical and service aspects of their position.
Conducts regularly scheduled meetings of front office personnel.
Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
Serving as a role model to demonstrate appropriate behaviors.
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.
Supervises all areas of the Front Office

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer 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 behaviors 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.
Monitor all V.I.P ‘s special guests and requests.

Managing Projects and Policies

Implements the customer recognition/service program, communicating and ensuring the process.
Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Supervises same day selling procedures to maximize room revenue and control property occupancy.
Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
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 support the Peer Review Process.

Supporting Human Resource Activities

Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
Participates in employee progressive discipline procedures.

Additional Responsibilities

Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
Performs all duties at the Front Desk as necessary.
Runs Front Desk shifts whenever necessary.
Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

Tutti i CV devono essere inviati comprensivi di autorizzazione al trattamento dei dati personali in conformità al Regolamento UE n. 2016/679 - GDPR e saranno utilizzati esclusivamente per la selezione in corso.
L'offerta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91.

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