Skye Niseko Front Office Manager

The Role: 

DIVISIONAL OPERATIONS AND MANAGEMENT 

・Oversee the development, review, implementation, communication and monitoring of departmental operating plans, agreed budgets, key performance indicators, systems, policies, procedures and service standards for the Front Office Team.

・Recommend changes or enhancements to services and operations and/or identify opportunities to develop strategic alliances or service partnerships.

・Providing direction, support and/or coaching to team members or directly taking ownership if required of any escalated issues.

SERVICE PROVIDER RELATIONSHIP MANAGEMENT 

・Identifying service gaps or opportunities.

・Evaluating potential partners and providers for value and fit.

・Scoping agreements.

・Supporting the team to implement agreements and services.

・Overseeing the monitoring of performance and relationship development.

・Facilitating the resolution of escalated issues where required.

RESERVATIONS SYSTEMS PERFORMANCE 

・Maintaining own system knowledge and proficiency.

・System training.

・Providing feedback on system performance and identifying and referring issues and/or reports for further development.

・Ensuring Tour Desk items are accurate and updated within CMS Tour Desk.

TEAM MANAGEMENT 

・Plan for shifts by reviewing reports and emails, and assigning task to staff.

・Update operating policies and procedures as necessary.

・Train staff to meet operational need.

・Monitor the team's performance, acknowledging achievement, recommending improvement and disciplining where necessary.

・Update operation logs and conduct handovers, team briefings and meetings.

・Report on all major issues or occupational health and safety matters, major guest complaints/issues and significant damage or breakages.

・Ensure all cash handling, money exchanges and monetary transactions are carried out accurately and securely.

・Ensure the Front Office Team attracts, selects and trains appropriately skilled employees.

・Assist the Hotel Manager to develop plans by reviewing post seasonal performance and feedback.

GUEST SERVICES SALES & BOOKINGS 

・Develop a suite of profitable guest services for the Concierge to deliver.

・Actively promote and sell the services, products and activities offered by Skye Niseko.Help ensure guests are booking services early for services that have limited availability.

・Ensure all website details are up-to-date and accurate.