Here is an exciting opportunity for a seasoned Front Office leader to join the team as Front Office Manager at the Wyndham Costa del Sol part of the IDILIQ Group.
THE COMPANY
IDILIQ Group, a Wyndham Hotels & Resorts partner, are pioneers of the resort-based residence concept with over 40 years’ experience. IDILIQ Group design, develop and manage residences, and sell resort-based properties in some of the most sought-after holiday destinations around the world.
THE ROLE
The incumbent is responsible for the hotel’s commercial, quality and people performance in front office department. She/he will combine strategic thought and planning which will enhance the growth and profitability of the department.
As the department head, he/she will also be responsible for the departmental budget, expenses, promotions and upselling initiatives and results
This exciting role has total accountability for a large people team including, head receptionists, front desk agents / receptionists that support over 590 residences in multi locations across the resort, a team of guest service agents based in two branded guest service centres at either side of the resort, and a large team of porters and night staff that make up the front office function.
Other key duties and responsibilities:
* Effective leadership of the front office team including but not limited to setting clear objectives and performance expectations, recruitment and onboarding of new team members, driving team member engagement, team communication, employee relations, supporting and development of individuals and team, and performance management.
* Prepare work schedules and annual leave schedules within budget, business expectations and guidelines of the appropriate industrial legislation.
* Ensure service standards are kept in line with company standards.
* Ensure the team attend promptly to guest feedback (both positive and negative) and requests.
* Supervise the rooms inventory in Opera Cloud
* Implement strategies aimed at cost minimisation and productivity maximisation but not at the expense of Quality Standards.
* Review payroll figures to identify opportunities. Ensure rotas are submitted on time for payroll submission.
* Monitor guest feedback results to identify shortfalls and remedy service issues
* Monitor and review Quality Standards for the Department and follow up with relevant actions
* Making sure that the team is trained and confident to drive the Wyndham Rewards loyalty Programme
* Implementing effective upselling programs to drive departmental revenue
* Conduct regular team member meetings to keep all team member informed of events
* Leading and supporting a team through change
* Participate in the preparation of the Strategic Business and Operating Plans
* Report on changes in standards and on performance against standards.
* Effectively communicate and enforce company rules and regulations.
* Ensuring the team is following the company grooming standards and are trained on how to conduct themselves in front of guests (posture, communication and body language).
* Ensure exceptional hygiene, health & safety standards in the department
* As a member of the senior hotel team, support the hotel operations as required
* Is motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.
* Is flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
* Maintains high team focus by showing co-operation and support to colleagues in the pursuit of the hotel’s goals
THE PERSON
Alongside the professional competencies outlined below, the successful candidate will demonstrate the fundamentals of Wyndham Hotels & Resorts’ Count on Me! Service Culture to Be Responsive, Be Respectful and Deliver a Great Experience. This will form the cornerstone of their approach as they carry out all tasks with the Count on Me! Building Blocks in mind: Compassionate, Engaged, Dependable, Courteous, Engaged, Inclusive, Hospitable, Prepared and Personalised.
Key Competencies
* Business Acumen
* Building Trust
* Communication
* Driving Result
* Situational Leadership
* Resilience
* Change Management
* Diversity & Inclusion
Background & Skills:
* Minimum 2 years’ experience as a Front Office Manager within a large 4 / 5-star resort / holiday complex
* A recognized business or hospitality management qualification or a graduate degree.
* Experience with Opera Cloud, Revenue Management Systems, are would regard yourself as tech savvy.
* Understanding of payments systems and have a built strong solid accounting relationships with the accountants functions in your previous role/s
* Experience of and practical use of OTA intranet systems
* Experience of handling Tour Operator Operating processes
* Experience of handling large leisure and corporate groups from a front office perpsective
* Experience of managing people / effective leadership
* Four / Five star internationally branded hotel experience is an advantage
* Proven track record of driving quality and revenue within the front office department
* Experience of leading a diverse team through change
* Fluency in Spanish and English
* A strong sense of commerciality and financial acumen
WHY SHOULD YOU JOIN?
* Salary: Competitive Compensation & Benefits
* Development: Extensive Learning & Development opportunities
* Career: We will look after your career development
* Exposure: Join a growing company and be part of our journey
Disclaimer
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed directly by the franchisee. You should not expect any form of employment status with Wyndham Hotels and Resorts. You will not be eligible for any compensation or benefits beyond those provider to you by the Franchisee.