Descripción de la oferta
Proceso de selección continuo.
Funciones
Job details: We are seeking an experienced and guest-focused Cluster Front Office Manager to oversee front office operations across four boutique hotel properties in Malta. The successful candidate will ensure exceptional guest experiences, operational consistency, and effective leadership of front office and teams across all hotels.
Key Responsibilities:
Operational Leadership
– Oversee the daily front office operations across all hotel properties.
– Ensure consistent implementation of brand standards, policies, and procedures.
– Monitor guest arrival, departure, and other relevant processes to ensure seamless service delivery.
– Conduct regular property visits, audits, and operational reviews.
– Maintain high standards of cleanliness, presentation, and professionalism within all front office areas.
Guest Experience
– Handle VIP guests, special requests, and escalated complaints professionally.
– Monitor guest feedback platforms and online reputation scores.
– Develop and implement service improvement plans based on guest feedback and performance data.
Team Management
– Recruit, train, coach, and develop front office teams across all properties.
– Conduct performance reviews and succession planning.
– Create and manage staffing schedules in line with occupancy forecasts and business needs.
– Foster a positive, service-oriented culture focused on teamwork and accountability.
Budget Performance
– Monitor departmental budgets, labour costs, and productivity targets.
– Analyse KPIs and prepare regular operational and performance reports.
Compliance & Administration
– Ensure compliance with company policies, health and safety requirements, GDPR regulations, and local legislation.
– Maintain accurate operational records and reporting.
– Support system implementations, process improvements, and new hotel openings where applicable.
Requisitos
Diploma or Degree in Hospitality Management, Hotel Management, Business Administration, Tourism Management, or a related field will be preferred
Minimum 5 years' experience in hotel front office operations, with at least 1 in a relevant management role
Strong knowledge of hotel PMS systems (Opera Cloud preferred).
Excellent command of written and spoken English.
Exceptional leadership and people-management skills.
Strong guest service and conflict-resolution abilities.
Excellent organisational and time-management skills.
Strong analytical and reporting capabilities.
Ability to manage multiple priorities across different properties.
High attention to detail and commitment to quality.
