Ella Resorts is a newly established hospitality management company, boasting a collection of eco-chic hospitality properties. In 2024, Ella Resorts will be operating a portfolio of 7 lifestyle & family resorts on the islands of Rhodes, Corfu & Crete, offering exceptional quality and service excellence. In order to support our rapid growth we are seeking to hire an experienced and visionary
Front Office Manager.
Position Summary
Our new Front Office Manager will be the ambassador of our FO Service Excellence Culture at our fully renovated resort in Crete, Rocrita Lifestyle Beach Resort, which is located in the charming area of Mochlos, Crete. Our hotel is a haven for travelers seeking a refined and inspirational stay with their loved ones, and will be opening its doors for the season 2025.
The FO Manager will be responsible for supervising and developing the FO Team, and providing high quality services and memorable experiences to our guests. This is a great opportunity for someone who aspires to develop her/himself and become part of an innovative and vibrant team of hospitality professionals who aim high!
The Front Office Manager is responsible for the efficient operation of the reception area, ensuring a welcoming and professional experience for guests, visitors, or clients. This role includes staff management, guest relations, administrative tasks, and maintaining a well-organized front office. She/he ensures a stable and profitable work environment, whilst training and assisting the team with the implementation of Group's policies, rules and guidelines.
Main Responsibilities & Accountabilities
Leadership Development
- Leads the FO team, develop and implement departmental objectives in line with the hotel business objectives
- Select, train, and develop the FO team
- Manages and evaluates the performance of direct reports to ensure the efficient running of the department
- Designs and implements the on-the-job training plan for all staff members, ensuring compliance and effectiveness of training activities in liaison with Human Resources Manager
- Maintains harmonious relationships and good communication within the entire team and all guests
- Maintains a clean and pleasant appearance for the FO Team (including adherence to the Ella Grooming Standards that are of paramount important in our brand), and giving the impression of reputable and organized service providers
- Oversees the daily activities of the front office staff, including front desk agents, bellboys, and concierge personnel (if applicable)
- Creates work schedules and manages staffing levels to meet occupancy demands
Front Office Operations
- Directs the guest experience operations such as checking in, checking out and providing guest assistance, whilst ensuring compliance with department's procedures and standards and maintaining or exceeding guests' expectations
- Reviews and develops department's SOPs to reflect best practices and adapt to industry trends in collaboration with the HR department - trains staff on the Ella Signature FO SOPs and makes sure all are followed and implemented
- Maximizes hotel revenue by controlling room inventory, group blockings, packages, up selling to higher category Rooms, adhering to late charge policy and double hotel occupancy rates to maximize REVPAR
- Ensures that all guests are given friendly and caring service from their arrival until their departure according to Company standards in a safe and secure environment
- Completely familiarizing with hotel emergency procedures, and provide calm reassuring assistance to guests and staff in the event of an emergency
- Ensures the front office area is clean, organized, and aesthetically appealing
- Oversees access control, security procedures, and visitor management systems
- Manages the operation and maintenance of office equipment (e.g., phones, computers, printers)
- Oversees check-in and check-out procedures
- Manages guest information and key cards
- Assists with VIP and special requests
Administration
- Accomplishes a set of administrative duties such as leading and attending meetings, writing reports and memos and other specific duties related to the job function
- Works varying schedules to reflect the guests' needs due to the cyclical nature of the hospitality industry
- Attends all schedule training sessions and meetings as and when required
- Understands and responds to all guest needs and requests in a timely and professional manner
- Ensures that all health and safety standards are implemented, and immediately reports all suspicious occurrences and hazardous conditions to the GM and other related stakeholders
- Maintains accurate guest records and accounts
- Prepares daily, weekly, and monthly reports on occupancy rates, revenue, and guest satisfaction
- Analyzes data to identify trends and make data-driven decisions
- Prepares annual departmental budgets in collaboration with the Hotel General Manager
- Handles financial transactions, including balancing cash drawers and handling petty cash
- Maintains the billing system
Requirements
- A bachelor's degree in Hotel Management, Hospitality Management, Business Administration, or a related field
- A minimum of 3-5 years of relevant experience in front office management at 5* hotels or similar establishments. This experience should include supervisory roles and expertise in front office operations
- Previous experience in leadership roles, including overseeing and supervising front office staff, recruitment, training, scheduling, and ensuring exceptional service delivery
- Must be tech savvy and posses computer skills, including, but not limited to use of Microsoft 365 (Word, Excel, PowerPoint). Knowledge of relevant PMS software is required, preferably PROTEL
- A commitment to delivering exceptional customer service and ensuring a positive experience for guests, visitors, or clients
- Strong leadership and team management skills to oversee and supervise front office staff effectively
- Displays emotional maturity and sensitivity in dealing with others
- Operates with integrity and objectivity at all times
- Creative and innovative style and approach
- Ability to work in a fast-paced work environment and be a team player with first class people skills
- Effective communication skills for interacting with guests, staff, and other departments, and for ensuring a well-organized and welcoming front office. Having the ability to communicate effectively across a multi-national and multi-cultural environment
- Proficiency in managing front office operations, including access control, security procedures, and visitor management systems, as well as overseeing check-in and check-out procedures
- Experience with budgetary processes; cost control/revenue maximization
- Knowledge of local, regional, provincial and federal laws and regulations
- Strong administrative and organizational skills for maintaining guest records, preparing reports, handling financial transactions, and managing billing systems
- Having the ability to deliver results within a driven environment with multiple deadlines
- The ability to create work schedules and manage staffing levels to meet occupancy demands efficiently
- Proficiency in handling VIP and special requests to enhance the guest experience
- Strong problem-solving skills for addressing operational issues and guest concerns, including minimizing wait times at the front desk
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts
- Effective communication, both verbal and written. Must be able to speak, read, write, and understand English. A second language (French, German, Russian, or Italian) will be considered as a plus
Benefits
- Competitive remuneration package & benefits
- Career advancement in a fast growing organization
- Continuous learning & development within a transparent & inclusive working environment
- Collaborative working environment
- Accommodation & meals
Ella Resorts are dedicated in providing exceptional guest experiences across its brand and our amazing Team members are at the heart of it.
Join us today to build our future together.
All applications will be acknowledged and treated as strictly confidential.
