Front Office Manager

We have been retained by a luxury hotel located in the centre of Zermatt to recruit a Front Office Manager. 
Responsible for all front office functions and staff, the FOM will report directly to the Director of Rooms and lead a team of 18 persons (Front office, Night, telephonist, Assistant FOM). Together with his team and other teams leaders, he will execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
Our client is looking for a passionate hotelier, ideally an Assistant FOM ready to step up into his first FOM role

Main responsibilities :

• Prepare for the arrival of clients D-3. Ensure the retrieval of all necessary information for the smooth running of the guests' stay
• Provide a warm, personalized welcome that meets the quality standards of the establishment and strive to offer a true experience 
• Take care of guests before, during and after their arrival 
• Complete and ensure follow up on clients profiles
• Serves as a role model to demonstrate appropriate behaviors.
• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Manages department controllable expenses to achieve or exceed budgeted goals. ensure billing accuracy
• Ensures compliance with all Front Office policies, standards and procedures.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.

Background & skills

• Hospitality Degree
• At least 4 years of experience in Front office / rooms division ideally in a similar position or at least 2 years as assistant FOM
• A good understanding of Protel or any other similar system
• Fluent in English with additional language (German, French and / or Italian). 
• Availability : ASAP