Front Office Manager

Meliá Hotels International in Malta is currently looking to recruit a Front Office Manager to join their team on a full-time basis.

Job Role:
The Front Office Manager ensures the achievement of quality, work ambience, development and operational objectives through room management, achieving the highest occupancy rates possible at the best average rate and ensuring guest satisfaction and maximum care through efficient and excellent service.

Duties & Responsibilities:

• To know and comply with the culture of service, mission and values of the Company
• To decide and inform staff on the strategy to be followed to achieve the highest occupancy with the best rates according to Yield Management. Sets parameters that must be followed for managing special rooms: with a balcony, sea view, etc
• To supervise the activities of the receptions, guest service line (telephone operator) and porter services that belong to each shift, as well as back and front office; verify the various rates on the system and ensure the correct fulfilment of reception procedures
• To supervise the preparation of invoices and follow-up payment through the finance department
• To prepare information for all the departments in the hotel with daily, weekly and monthly occupancy rates, thus helping them to make the right decisions
• To direct staff of his/her department and manage them in compliance with the procedures set by the Human Resources duty
• To define work plans, supervise fulfilment, assign shifts and holidays, set parameters for adjusting the payroll and holds periodical meetings
• To promote security amongst his/her staff, fulfil and makes staff fulfil the Prevention Plan and regulations, prepare reports on accidents, carries out security visits and participate in emergency situations in compliance with what has been set in the corresponding plan
• To be responsible for fulfilling the legal obligations related to his/her work area and sees to any inspections that may take place
• To manage the daily operation of the Reception areas, controlling the allocation of guest rooms with an emphasis on regular guests, VIPs, and corporate clients
• To ensure the guest history system is closely monitored, constantly updated and used at all times
• To be totally supportive and promote the service culture values to the Reception teams enabling them to provide the highest level of service at all times
• To welcome guests and foster customer loyalty through his/her friendly manner
• To handle any guest complaints or contentious issues that cannot be settled directly by team members and provide a fast solution
• To ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• To ensure that guest documentation and information are available and up-to-date.

What are we looking for?

• Degree or Diploma in Hospitality Management
• Computer Knowledge and experience in MS office programs
• Knowledge of Opera System
• High level of English and of a second language
• Minimum 3 years of work experience in a managerial role at a hotel of a similar category
• Strong communication and customer relations skills
• Leadership and Time management
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Complaint handling skills
• Experienced in training and supporting teams.

What benefits do we have for you? 

• If you love to travel, Melia Hotels International is the place to work