Front Office Manager

Job Description
Hugo's Group in Malta is looking to recruit a Front Office Manager to join their team on a full-time basis. As a key member of our Hotel Management Team, the Front Office Manager will ensure that guests receive a heartwarming welcome. The Front Office Manager must have a pleasant personality with a dynamic professional attitude to supervise and lead our team whilst maintaining a solid customer service approach in order to resolve complaints efficiently.

Responsibilities:
 

• Assign tasks to the Front desk team and ensure that the front desk is manned at all times
• Conduct regular meetings with front office personnel
• Ensure the front desk is kept well organized
• Ensure the company’s policies and security requirements are met
• Ensure that front office employees are informed of any sales and marketing initiatives
• Ensure that front office employees use up-selling and suggestive techniques to increase room and F&B sales
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner
• Ensure that employees are always attentive, friendly, helpful and courteous to all guests, managers and other employees
• Handle complaints and specific guest requests in a timely and efficient manner
• Have a sense of ownership and pride in your performance and its impact on the company’s success
• Monitor all V.I.P guests and their requests
• Prepare revenue and occupancy forecasting
• Prepare performance reports related to the front office
• Perform other duties as requested by management
• Review Front office log book and Guest feedback forms on a daily basis
• Schedule shifts according to occupancy levels
• Train, supervise and support front desk staff

Qualifications & Assets:

• Have three years of previous experience as a front-office manager
• Be proficient in English and at least another language (oral and written)
• Excellent leadership, team building, and management skills
• Good organizational and multitasking abilities
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
• Possess problem-solving skills
• Thorough knowledge of customer service, office management and basic bookkeeping procedures

Hugo's Group:
Creator of innovative lifestyle experiences and powerful brands established in Malta since 2005, Hugo's Group has sharp expertise in festive, premium catering and hospitality. Between restaurants, bars, and luxurious hotels (Hugo’s Lounge, Hugo’s Terrace, Hugo’s Pizza & Pasta, Hugo’s Pub, Hugo’s Burger Bar, Bacco By Hugo’s, Infinity By Hugo’s, Hugo’s Boutique Hotel 3* and H Hotel 4*) we strive to enlighten the senses through inspired settings, a high level of customer service, exceptional food quality, affordable prices, dynamic music concepts and state of the art video and audio systems. We form an integral part of the island’s entertainment industry, with all our venues centrally located in and around Paceville, Malta’s central hub for socializing and nightlife. We are an ecosystem of brands and places, sharing the same culture of excellence and the same creative drive to exceed the expectations of our guests. Our ambition is based on five fundamental values shared by all our collaborators:
H – HIGH STANDARDS
U – UNWAVERING COMMITMENT
G – GROWTH AND LEARNING
O – OBJECTIVE DRIVEN
S – SUCCESS
Our employees are the core of what makes our group’s success, thus we care about their growth and aspirations by encouraging internal mobility, whether within functions or brands. We strive to provide leadership in shaping an inclusive culture that drives excellence, diversity, and innovation by supporting talent, engagement, and employee work experience. Hospitality is a value of the future, and we intend to embody it. Would you like to become part of our vibrant team?