Overnight Front Office Manager

2 semanas atrás

São Paulo, São Paulo, Brasil Soho House & Co. Tempo inteiro

The role…

At Soho House the Front Office Overnight Manager encompasses the highest level of hospitality and approachability by creating professional relationships with internal and external stake holders, developing/creating efficient and effective process that drives positive / rememberable member and guest experience as well as fun and inviting. The Overnight Front Office Manager oversees all overnight operations for rooms (hotel) and Front Office operations; including Butlers, Receptionists, and Member Services and assisting with managing the Reservations/PBX Department as well as manages the Evening Membership Guest List.

A successful Front Office Overnight Manager has previous experience managing a high-volume, elevated and customer driven boutique property (preferably overnight). In addition to a keen eye for detail, and unmatched enthusiasm for hospitality and the Soho House brand.

Main Duties

  • Influential overnight leader that creates and refines efficiency by providing cost recaps and sales overview by implementing process that enhances member / guest experience and motivates staff to proactively welcome experience
  • Develop and monitor yearly departmental goals, related to payroll, expenses, staffing levels and guest service Create monthly budgets; keep rooms, expenditure, and staff costs in check as well as guests' correspondences, process all guests and members claims and disputes; Emphasis on accuracy and proper follow-up
  • Oversee concierge role and provide information about local attractions, shopping and points of interest in the city
  • Contribute to yearly departmental goals, related to payroll, expenses, staffing levels and guest service as well as responsible for monitoring and supporting daily operations, greet hotel guests and members upon arrival
  • Supervise, direct, coordinate, inspire and persuade staff in order to maintain service standards set forth by Soho House & Co as well as Ensure all new hires are provided a proper On-Boarding Training
  • Participate in identifying talent gaps, interviewing and hiring staff as well as host staff meetings and training opportunities to develop and grow staff skills as well as provide counseling and discipline when applicable
  • Communicate daily events, guest lists, VIP's, room (hotel) occupancy and sales budget
  • Maintain quick correspondence in courteous, professional and rapid manner in order to resolve all guest and staff inquiries
  • Collaborate with controller and Purchasing Manager to ensure all perishable and nonperishable items are ordered available to distribution and inventory is maintained 
  • Deliver the highest standards of customer service and process, track and report all guests' disputes and claims

Required Skills/Qualifications

  • Solid experience managing Front Office operations
  • Extensive knowledge of Opera, Salesforce, Open Table and Google Sheets is a must
  • Detail oriented, ability to multitask and work in a fast-paced environment
  • Customer services oriented and excellent verbal and written communication skills
  • Flexible schedule, evenings, weekends as needed
  • Bilingual language skills a plus
  • Hospitality Degree preferred

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