Front Office Manager

2 semanas atrás

Lisboa, Portugal MBD - Gestão de Investimentos Hoteleiros SL Tempo inteiro

**Reporta a**:
Direção de Operações

**Resumo do Cargo**:
O Frontoffice Manager é responsável por supervisionar todas as operações da receção, incluindo receção, reservas, concierge e atendimento ao cliente. Este cargo garante que todos os hóspedes recebam uma experiência excecional desde o momento da chegada até à partida, mantendo altos padrões de hospitalidade e eficiência operacional

**Responsabilidades Principais**:
**1. Gestão de Equipa**:

- Supervisionar e liderar a equipa de recepção, incluindo Frontoffice Agents, Bagageiros e concierge.
- Realizar recrutamento, formação, avaliação de desempenho e desenvolvimento contínuo da equipa.
- Assegurar que a equipa cumpra as políticas e procedimentos do hotel.

**2. Atendimento ao Cliente**:

- Garantir uma receção calorosa e profissional para todos os hóspedes.
- Resolver prontamente quaisquer questões, reclamações ou solicitações dos hóspedes.
- Manter um alto nível de satisfação dos hóspedes, monitorizando e respondendo a avaliações e feedbacks.

**3. Operações Diárias**:

- Supervisionar o processo de check-in e check-out, garantindo eficiência e precisão.
- Gerir reservas, garantindo a máxima ocupação e otimização das tarifas.
- Coordenar com outros departamentos (como limpeza e manutenção) para garantir a satisfação dos hóspedes.

**4. Gestão Financeira**:

- Monitorizar e gerir orçamentos do Frontoffice.
- Controlar despesas operacionais e procurar oportunidades de redução de custos.
- Supervisionar transações financeiras, garantindo precisão e segurança.

**5. Relatórios e Análise**:

- Preparar relatórios diários, semanais e mensais sobre o desempenho do Frontoffice.
- Analisar dados de desempenho e implementar melhorias contínuas.
- Monitorizar métricas de satisfação dos hóspedes e agir conforme necessário

**6. Conformidade e Segurança**:

- Assegurar que o Frontoffice esteja em conformidade com todas as regulamentações legais e políticas internas.
- Implementar e monitorizar procedimentos de segurança para proteger hóspedes e funcionários.

**Requisitos**:

- Licenciatura em Hotelaria, Turismo, Administração ou áreas correlatas.
- Mínimo de 3-5 anos de experiência em funções similares no setor de hospitalidade.

**Habilidades**:

- Excelentes habilidades de comunicação e atendimento ao cliente.
- Capacidade de liderança e gestão de equipas.
- Habilidade em resolver problemas e tomar decisões.
- Conhecimento em sistemas de gestão hoteleira (PMS).
- Proficiência em idiomas (inglês fluente; outros idiomas são uma mais-valia)

**Habilidades Desejadas**:

- Habilidade para trabalhar sob pressão e em horários flexíveis.
- Alto nível de organização e atenção aos detalhes.
- Orientação para resultados e melhoria contínua.
- Paixão pela hospitalidade e serviço ao cliente.

**Tipo de oferta**: Integral/Full-time

Horário de trabalho:

- Horário flexível
- Turno rotativo

Requisito de idioma flexível:

- Português Não Necessário

**Experiência**:

- Front Office Manager: 4 anos (obrigatório)

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