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Front Office Operations Leader

vor 3 Monaten


Berlin, Berlin, Deutschland The Hoxton Vollzeit
Position Overview

The Guest Service Manager plays a pivotal role in ensuring that our guests have an exceptional experience from the moment they arrive until their departure. This position involves overseeing the daily operations of the Front Office and leading a dedicated team of receptionists.


Key Responsibilities
  • Guide the daily operations of the Front Office, inspiring your team to deliver a seamless and memorable experience for all guests.
  • Lead by example, fostering a supportive and motivating environment where team members feel empowered to provide outstanding service.
  • Contribute to the overall success of the hotel by managing rates, overbooking levels, and collaborating with the team to maintain high occupancy rates.
  • Ensure smooth operations by proactively addressing any challenges that arise, maintaining a sharp and welcoming environment.
  • Uphold a positive and friendly demeanor, even during challenging situations.
  • Oversee various operational aspects during service, ensuring guest satisfaction and well-being.
  • Maintain accurate data in the Property Management System (PMS) and generate reports for relevant departments.
  • Manage overbooking scenarios and communicate effectively with other departments to optimize occupancy.
  • Ensure prompt and efficient handling of all incoming calls.
  • Prioritize guest safety and property security by adhering to established safety and hygiene protocols.
  • Evaluate team performance and conduct regular meetings to foster development.
  • Collaborate with the Front Office Manager to manage staff schedules effectively.
  • Ensure all work areas meet maintenance and cleanliness standards, promptly reporting any issues to the engineering team.
  • Demonstrate cultural awareness and knowledge of appropriate behaviors and etiquette for diverse guests.

Qualifications
  • Previous experience in a hotel or similar environment in a comparable role.
  • Fluency in German and English is essential; additional languages are a plus.
  • Familiarity with Micros Fidelio Opera or similar front desk systems, along with an understanding of GDS, is advantageous.
  • A positive outlook and high energy are essential for this role.
  • A genuine passion for hospitality, whether it involves food, drink, events, or accommodations.
  • A commitment to leaving a positive impact on every guest interaction.
  • A collaborative spirit, willing to assist in achieving team goals.
  • Openness to innovative approaches and a willingness to embrace new experiences.
  • A sense of humor and the ability to enjoy the journey with colleagues.
  • A desire to be part of a supportive and fun-loving team.

Benefits
  • The opportunity to contribute to an exciting new hospitality concept.
  • Generous holiday allowance plus additional time off for volunteering.
  • Competitive compensation package with opportunities for professional growth and recognition.
  • Engagement in a creative and rewarding work environment.
  • Participation in a passionate team dedicated to exceptional hospitality experiences.
  • Complimentary accommodation and dining experiences upon joining.
  • Meals provided during shifts.
  • Discounts across the Ennismore family of brands.
  • Opportunities for career advancement within a global network of brands.
  • Regular team events and celebrations to foster camaraderie.
  • Participation in diversity and inclusion initiatives to promote learning and positive impact.