Description
Responsible for providing management support to all Front Office functions; front desk, valet, pbx in accordance with hotel standards. Directs implements and maintains a service and management philosophy, which serves as a guide to the respective staff. Responsible for the maintenance of room inventory to achieve optimal levels of revenues while maintaining high levels of guest satisfaction.
Requirements
Responsibilities
· Enforces hotel’s standards, policies and procedures with the Front Office staff.
· Remain professional and courteous with demanding or difficult guests or situations, in order, to turn them to the positive.
· Ensure security and confidentiality of guest and hotel information.
· Ensure that all special guest needs and expectations are met and exceeded.
· Prepare schedules, in order, to ensure budget expectations.
· Maintain excellent grooming and dress codes for all staff workers.
· Be aware of all safety and emergency procedures of the hotel.
· Contributes in establishing goals for the division, forecasting and controlling budgets, to include labor and individual department expenses, as well as meeting divisional profit objectives.
· Providing all guests with quality service while maximizing room revenue and productivity.
· Developing, empowering, coaching and counseling of supervisors and staff within the department; coach staff how to resolve and de-escalate conflicts.
· Resolve guest complaints as appropriate to maintain a high level of guest satisfaction and quality.
· Ensure statistical information be accurate, complete and preserved in our operating system.
o Guest profile – address, telephone, email, spelling and preferences.
o Market codes, rate codes, source codes are all to specification.
· Ensure posting accuracy within Front Desk and ALL posting outlets contributing to the guest folio;
· Ensure fiscal responsibility to ownership in recording accurate charges, credit, adjustments and allowances adhering to accounting approved guidelines;
· Ensure a full and complete understanding of room inventory, types, room and package rates, room features, selling strategies, location preferences and market segment needs, expectations and/or guidelines.
· Use utilities and resources in a responsible manner to control wastage.
· Communicate relevant information to the department, your line manager and across departments, as appropriate.
· Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
· Attend learning and development courses and complete eLearning modules, as required.
· Demonstrate and be a role model of Belmond’s core values of Care, Confidence, Curiosity and Community.
Benefits
At El Encanto we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:
Medical, Dental and Vision coverage. In addition, the company pays for basic life and AD&D as well as short term disability. Team members can choose additional coverage to include voluntary life/AD&D, spouse life/AD&D, dependent life, critical care, hospital indemnity, accident and flexible spending.
The Company offers paid time off, sick pay, a 401(k) program with company matching, and an employee assistance program. Team members also enjoy free cafeteria meals and discounts on food and beverage, spa treatments, and retail boutique items.
The Discovering Belmond program offers complimentary accommodation for team members while on leisure travel outside their region at any Belmond hotel and resort. It also offers food and beverage at a discounted rate. In addition to the complimentary offerings, discounted rates are available for safaris, trains and cruises.
This is your moment. Apply today!
We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.
The Belmond & LVMH Family
El Encanto is proud to be part of LVMH, and the Belmond global collection of iconic hotels, trains and river cruises, all creating exceptional experiences worldwide. When you join one of our properties, you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.
Compensation is $65,000 to $68,500 annual salary.
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