About voco Auckland:
At voco Auckland, we pride ourselves on offering guests an unforgettable experience in the heart of one of New Zealand's most vibrant cities. Part of the IHG family, we blend luxury with a laid-back, approachable style that guests love. As a Front Office Manager, you'll play a key role in maintaining the high standards of guest service that make voco a unique destination.
Role Overview:
We are seeking an experienced, dynamic, and customer-focused Front Office Manager to lead our talented front desk team at voco Auckland. As the Front Office Manager, you will be responsible for overseeing the daily operations of the front office, ensuring exceptional service standards, and creating an outstanding first impression for guests. You will manage a diverse team of receptionists, concierges, and guest service agents while driving operational excellence and achieving guest satisfaction goals.
Key Responsibilities: Lead and inspire the Front Office team to deliver exceptional guest service, creating a memorable experience for each guest.Oversee the daily operations of the front desk, ensuring smooth check-ins, check-outs, and guest inquiries.Manage guest complaints and issues effectively, ensuring timely resolutions and maintaining guest satisfaction.Coordinate with other departments (Housekeeping, Maintenance, etc.) to ensure seamless guest experiences.Maintain a high level of knowledge about the hotel's facilities, services, and local attractions.Implement and monitor front office procedures and standards to ensure operational efficiency.Train, mentor, and develop team members, providing feedback and guidance to help them achieve career goals.Manage the front office budget, including payroll, inventory, and ordering supplies.Ensure compliance with hotel policies, procedures, and health and safety regulations.Regularly review and update guest feedback and implement improvements where necessary.Skills & Qualifications: Proven experience as a Front Office Manager or in a similar managerial role within the hospitality industry.Strong leadership skills with the ability to motivate and guide a team to deliver exceptional service.Excellent communication, problem-solving, and interpersonal skills.Knowledge of front office operations and hotel management software (e.g., Opera, OnQ, etc.).Ability to handle stressful situations in a calm, professional manner.Strong organisational and time-management skills with attention to detail.A passion for hospitality and a commitment to guest satisfaction.Fluent in English (additional languages are a plus).A flexible approach to work, with the ability to work evenings, weekends, and public holidays as required.Why Join voco Auckland? Be part of a globally recognized brand with career development opportunities.Enjoy a collaborative and dynamic work environment.Competitive salary and benefits package.Work in an iconic hotel in one of the most sought-after locations in Auckland.Access to IHG's worldwide employee benefits and perks.Apply now and join our team at voco Auckland, where work is fun and every guest experience is memorable!
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