Front Office Manager - Ithaafushi

Description

Waldorf Astoria Hotels & Resorts is Hilton’s luxury brand of iconic hotels committed to personal service and culinary excellence in landmark locations around the world. Each property delivers unforgettable experiences and offers a strong sense of arrival with impressive public spaces worthy of hosting history. Guests can expect True Waldorf Service from the moment they reserve their stay to the moment they leave the property doorstep.

Waldorf Astoria Maldives Ithaafushi made a wow debut in 2019 and is already recognized as one of the finest resorts in the world. Sprawled across three islands, the resort is one of the most sizable in the Maldives. It boasts the country’s largest spa, extensive recreation facilities and it’s the Maldives resort with the most culinary choices (an impressive 11 specialty cuisine dining options). Besides its 118 luxurious villas, the resort is also home to an exclusive offering: a private island, the largest in the country which is to be rented out in its entirety.

Once you get a glimpse of this one of its kind resort, you know you arrived in sun-soaked paradise. Luxurious villas act as vast private indoor-outdoor playgrounds, each featuring its own private pool. Everywhere you look, from the standalone villa bathtub to the glass-bottomed floors in the spa’s treatment pavilions, the azure water steals the show.

Are you ready to join our talented and dedicated team at Waldorf Astoria Maldives Ithaafushi and take your career to new heights?

What will I be doing?

Front Office Manager for Waldorf Astoria Maldives Ithaafushi leads all Front Office Operations to ensure profitability by maximizing revenue opportunities, monitors the plan key performance targets to ensure goals are achieved and control costs. Ensures all systems are kept up to date with accurate information and Hilton standards are complied with fully. Develops team, individual skills and performance to the highest possible level. To deliver loyalty program benefits and to promote enrolment of Hilton Honors and quality standards to ensure total guest satisfaction.

In addition, the following knowledge, skills, and abilities are required:

• Manages and motivates all front office personnel to include hiring, supervision, training, communicating objectives for the day, disciplining, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction. 
• Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports, including: rate and availability calendar. 
• Communicates with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information. 
• Implements and monitors all corporate marketing programs to include HHonors.
• To be fully familiar with the Waldorf Astoria Brand Standards and the Quality Assurance Audit and to follow these standards of service at all times.
• To keep up-to-date with the SALT results and to seek to positively influence these results by following the Waldorf Astoria Brand Standards.
• To maintain a high guest service focus by approaching your job with the guests always in mind and being proactive in a timely manner towards their needs and requests.
• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.
• To actively promote the services and facilities of the Waldorf Astoria and the Waldorf Astoria Hotels and Resorts to guests and suppliers of the Resort.
• To have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety and take necessary action when required.
• To provide guests with friendly, efficient, accurate and polite service at all times.
• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you. 
• To takes direction from and carry out any requests by management in conjunction with work.
• To keep the team updated with operating policies and standards.
• Encourages a team spirit amongst staff members with leadership and guidance. 
• Communicates effectively both verbally and in writing to provide clear direction to staff. 
• Assigns and instructs guest service, front office, reservations and front desk agents in the details of work. Observes performance and encourages improvement. 
• Uses creative management skills to solve problems. Ensures compliance with Hilton standards to ensure consistent high quality guest relations. 
• Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement. 
• Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members. 
• Give daily briefings to all team members inclusive of Bell,Concierge, Reception & Personal Assistant in a AM & PM time period
• Oversee the entire Front Office operation to maintain high standards
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings and produce minutes
• Manage staff performance issues in compliance with company policies and procedures
• Recruit, manage, train and develop the Front Office team
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Direct and administer all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Monitor and develop team member performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward
• Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Initiate and implement marketing and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Implement and monitor all corporate marketing programs
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Run and complete daily reports, analyze data and make decisions based on data
• Resolve guest issues and concerns to guest satisfaction
• Recruit, interview and train team members

Requirements

What are we looking for?

The Front Office Manager for Waldorf Astoria Maldives is always working towards achieving the hotel’s Front Office performance objectives and maximizing profitability. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow;

• Minimum of two (2) years in a similar management level position
• Luxury Hotel / Resort experience
• Proficient level of verbal English and knowledge of local language is a plus
• Sound computer knowledge including Microsoft Office, Opera and Fusion
• Excellent communication skills
• Ability to thrive at work with essential components of service excellence such as team work, flexibility and responsibility.
• Ability to handle difficult situations in a professional manner
• Ability to work non-shift duties
• Extensive knowledge of Maldives

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!