Front Office Manager (Rixos Borovoe)

Position requires relocation to Shchuchinsk (Akmola oblast, Kazakhstan) and reports to Director of Rooms and Quality. Accommodation provided.

Responsible for all front office operations (including guest arrival and departure) and staff management. Areas of responsibility include Bell Staff, Switchboard, and Guest Services/ Front Desk. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

Main responsibilities include, and is not limited by:

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with other departments
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs)
• Full responsibility for the database of hotel (emails, phones, addresses) and timely registration of all foreign citizens in the Eqonaq
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Provides guidance, training, and direction to subordinates, including setting performance standards and monitoring performance
• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation
• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence
• Performs all duties at the Front Desk as necessary

Candidate profile:

• Highly motivated, self-motivated and energetic professional with the hospitality background and proactive approach
• Excellent communication and leadership skills
• at least 3 years' work experience in a similar position in an International Hotel chain properties
• Proficiency in English (advanced), Russian (advanced), and preferably in Kazakh
• Opera knowledge