JOB SUMMARY:  Works with the management team to build and cultivate a staff of service-oriented team members who exhibit a commitment to Total Guest Satisfaction.  Manages all Front Office functions, including Front Desk, Guest Services, Overnight and PBX, providing efficient, friendly, courteous and informative service meeting The Setai’s exemplary levels.

ESSENTIAL JOB FUNCTIONS:
  • Exemplifies our commitment to The Setai’s mission of Total Guest Satisfaction
  • Maintains positive guest relations at all times; anticipates guests’ needs, responds promptly; and works in conjunction with all Rooms staff to deliver consistent and sought-after guest experiences that meet the style of The Setai
  • Provides communication and training support to operational units to be sure that the hotel’s expectations for quality are met
  • Oversees Front Desk, Guest Services, PBX and Overnight operations in a manner that is consistent with Hotel standards and guest expectations of a top-rated luxury hotel and results in a high return of repeat guests and guest referrals.
  • Oversees all assigned operations in a manner that meets the standards of top referral partners such as Leading Hotels
  • Works closely with and communicates with other departments to address guests’ needs.
  • Resolves and addresses guest concerns and issues proactively and with grace and diplomacy; and leads others to do the same
  • Ensures that all guest records and entries such as night audit, guest folios, and guest profiles are accurate and current
  • Manages all assigned financial resources and works with the management team to facilitate the achievement of financial goals and cost control
  • Ensures that assigned staff are productive, appropriately compensated and provided with adequate support to perform their jobs efficiently and effectively
  • Recruits and trains employees in accordance with hotel guidelines
  • Develops and maintains SOPs for Front Office operations and trains staff accordingly
  • Is thoroughly knowledgeable of all systems used in the Front Office and trains new staff
  • Ensures that required reports and remittances are accurate and timely
  • Cultivates and provides support to a diverse workforce


MINIMUM EDUCATION AND WORK EXPERIENCE:
Must have a Bachelor’s degree in Business or Hospitality; AND at least five (5) years of Front Office Management experience in a 5-star luxury hotel of comparable size; OR an equivalent combination of education and experience. Knowledge in Forbes Travel Guide standards is required.

ESSENTIAL WORK SKILLS/KNOWLEDGE:
  • Strong knowledge of hospitality principles and procedures
  • Solid knowledge of front desk protocol and experience working with high profile guests with discriminating expectations
  • Reputation for handling situations and confidential information discretely, projecting a positive, professional and supportive outward image and exercising good judgment for the position
  • Ability and desire to train others
  • A track record of interacting with and leading all employee levels in a positive and respectful manner
  • Strong computing skills demonstrating proficiency with property management systems, point of sale systems, and Microsoft Office software (Excel, Word, Outlook)
  • Ability to review information in a factual and neutral manner, analyze data and prepare reports and documents in a timely manner
  • Ability and willingness to work flexible hours
  • Outstanding interpersonal skills and excellent communication skills, both written and oral
  • Strong analytical skills and financial/business acumen
  • Excellent time management and organizational skills.

PHYSICAL REQUIREMENTS
Able to perform all essential duties with or without accommodation.
 

Department: Rooms
This is a management position
This is a full time position

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