Front Office Service Manager

Role Overview

Front Office Service Manager at Radisson Hotel Group. The position plays a crucial role in providing exceptional guest experiences by creating a welcoming and hospitable environment in the lobby area.

Company Overview

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands and more than 1,500 hotels in operation and under development in 95+ countries. The Group's overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos. People are at the core of business success and future, and the organization empowers employees to be their best every day, everywhere, every time.

Role Purpose

The Front Office Service Manager ensures exceptional guest experiences by meeting and greeting guests, gathering feedback, addressing inquiries and concerns, maintaining lobby standards, and collaborating across departments to deliver seamless guest journeys aligned with Radisson service excellence and quality standards.

Key Responsibilities

Guest Welcome & Relations

• Welcome guests as they enter the lobby with warm and friendly greetings.
• Provide a memorable fond farewell to guests during check-out.
• Check VIP arrival lists to welcome and greet guests.
• Room all suite guests personally and explain hotel facilities.
• Anticipate guest needs and demands and build good relationships with them.
• Make courtesy calls to guests to ensure comfort and address issues or requests.
• Provide assistance in making reservations for dining, transportation, or other services.

Guest Satisfaction & Feedback

• Gather feedback from guests regarding their stay and experience.
• Record guest reviews and ratings to identify areas for improvement.
• Achieve guest review targets of 15 reviews per day on Booking.com and Google.
• Handle guest complaints or issues with tact and diplomacy, seeking resolutions to ensure satisfaction.
• Provide exceptional customer service by anticipating and fulfilling guest needs promptly and professionally.

Guest Services & Conversions

• Assist guests with inquiries, directions, and any other assistance they may require.
• Upgrade room categories for Radisson Rewards and Booking.com guests based on availability.
• Convert all OTA guests to Radisson Rewards members and encourage direct bookings for future reservations.

Radisson Rewards & Quality Standards

• Act as the hotel's Radisson Rewards member and ensure all Radisson Rewards standards are implemented.
• Hold responsibility for the overall hotel's quality standards and performance of quality results on Review Pro.
• Ensure adherence to all legislation where due diligence requirements and best practice activities are planned, delivered, and documented for internal and external audit, performing follow-up as required.

Coordination & Operations

• Coordinate the activities of bell boys, doorman, and coffee man.
• Make sure all special requests, VIPs, honeymoon, and special occasions for the day's arrivals are communicated to housekeeping and food & beverage.
• Check rooms prior to arrivals to ensure all special requests are completed by the team.
• Work closely with other hotel departments, such as front desk, concierge, food & beverage, and housekeeping, to ensure seamless guest experiences and efficient operations.
• Assist in the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level, ensuring both property and company standards are attained and adhered to.

Lobby Management

• Ensure the lobby area is clean, organized, and welcoming at all times.
• Monitor the lobby for any maintenance issues or safety concerns and report them to the appropriate department.
• Be knowledgeable of the local environment including supermarkets, pharmacies, shopping malls, and daily excursions.

Team Leadership & Performance

• Lead and collaborate with the team to maximize guest satisfaction and comfort, delivering a positive and responsive approach to enquiries and problem resolution.

Qualifications & Experience

• Experience in a similar role in a hotel.
• Experience in Fidelio or Opera PMS and hotSOS is highly preferred.
• Saudi Nationality required.

Skills & Competencies

• Confidence and ability to approach people to initiate conversations and build relationships.
• Entrepreneurial spirit with drive, ambition, and high level of energy.
• Time management and multi-tasking skills.

Additional Information

• Flexibility to work varied shifts, including weekends and public holidays as per business demands.
• Unlimited work rights in Australia required.
• Up to 53% off your stay as a team member at over 1,500 Radisson Hotels worldwide.
• Guaranteed minimum of 30% off for friends and family.
• Exclusive discounts on breakfast, food and beverage, spa, and more.