New Plymouth's leading hotel, The Novotel New Plymouth Taranaki is a 4.5-star hotel offering 85 stylishly appointed modern rooms and apartments. We are proudly locally owned and operated Maori business.Job DescriptionReporting directly to the Front Office Manager, this role is hands-on and will include mostly PM shifts spread over a 7-day week roster and some AM shifts on weekends for a minimum of 35 hours per week. As a team player, you will lead by example and have a visible presence at the front desk and in the lobby during key times throughout the shift. We need our ideal candidate to be 'guest-centric' and performance-driven, keeping the emphasis on what our guests want, individualising and personalising service to build a real human connection. You will also ensure procedures are followed and assist with the continued development and training of the team to high expectations.This role will suit somebody who is continuously willing to learn and who strives for excellence within the team. Your rapport with guests is excellent and you have a proven record of exceptional guest service skills.Key Responsibilities:Maintaining procedures to ensure a high standard of customer service and customer satisfactionEnsure the smooth operation of Front Office and Night Audit FunctionsRoster Planning with the Front Office ManagerFielding calls to the hotel and responding accordinglyProvide effective supervision of guest arrivals and departures, as well as checking guests in and outHandle guest complaints efficiently & effectivelyAble to upsell products and services, as well as increase guest satisfactionCompleting reservations and all other duties in the absence of the Reservations Duty ManagerConducting on-the-job training for new Front Office Team membersConducting on-the-job training for current Guest Service and Reservations AgentsTrain and promote Accor Live Limitless program, from recruitment to recognition, to rewards and recognition, accuracy, points accuracy, and assist the Executive team to keep it activated and leverage relationships with the elite in-house guestsAccurate billing and cash-up proceduresEnsuring the health and safety of guests and team membersWork closely with the General Manager, Food and Beverage team, Sales & Marketing team, Kitchen team, Reservations and Housekeeping Team.Skills and Requirements:Level 7 – Bachelor of Applied Hospitality and Tourism Management or similarMinimum 12 months previous Front Office experience on a supervisory level, preferably in a four-star propertyExperience working in housekeeping and food and beverage.A passion for delivering genuine and effective guest service/careAccuracy and an "eye for detail"Excellent communication skills, both written and verbalImmaculate personal presentation and grooming standardsAbility to multi-taskAbility to lead, train and develop a teamExperience and willingness to manage guest complaints and feedbackAbility to work autonomously with excellent time management skillsStrong initiative and ability to think "outside the box"Well-honed computer skills and experience/knowledge of Opera Version 5 and Opera Cloud.Accor systems knowledge will be an advantage, however, is not essential (including TARS, DataWeb, ResaWeb, Hotel Link)The ability to support reservations with the flow and accuracy of all reservationsLeadership capabilityMust have an LCQ certificate or a current Manager's Certificate.Must have First Aid and Mental Health First Aid training CertificateMust have a full clean New Zealand driver's licenseWage Rate:Remuneration for this role is between $29.86 -$30.35 per hourThe successful person will possess excellent people skills and think outside the box as well as have the knowledge to deal with difficult situations by thinking quickly on your feet to reach a successful end result.Only candidates with NZ work rights will be considered - Citizenship, Residency or Open Work VisaIf you think that you are a perfect fit for this role, please click the APPLY button and submit a recently updated CV and cover letter explaining why you would be the perfect candidate for this role.Additional Information:We believe in rewarding your achievements with a range of exciting employee benefits and programs. Just to name a few:Staff meals while on dutyUniform provided & launderedWork Anniversary Stay or F&B CreditStaff celebration & tenure recognitionEmployee Assistance ProgramOn-going training, learning and development
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