Société : Cycas Hospitality Lieu : Brussels Brussels Site source : Talent BE
ABOUT CYCASCycasHospitality is the leading, pan-European hospitality management company, operating all categories of hotels and serviced apartments for private and institutional investment partners.
With a portfolio of more than 45 branded and independent properties across twelve European countries, our collection brings together a range of key-city locations, travel hubs and leisure destinations.
CANDIDATE PROFILE Education and Experience • at least 2-year’s experiences as Assistant FOM or FrontOffice Supervisor OR • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.
CORE WORK ACTIVITIES Leading Reception Team • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees.
Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures recognition of employees is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.
Maintaining Guest Services and Front Desk Goals • 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.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Keeps FrontOffice 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 FrontOffice goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of FrontOffice operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.
Managing Projects and Policies • Ensures compliance with all FrontOffice policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
Ensuring Exceptional Customer Service • 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.
• Strives to improve service performance.
• Empowers employees to provide excellent customer service.
• Ensures that all FrontOffice areas have an atmosphere that is conducive to the overall guest experience.
• Reviews guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
Managing and Conducting Human Resource Activities • 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.
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures employees are treated fairly and equitably.
• 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.
Additional Responsibilities • Hands-on support of the F&B (lobby bar and restaurant service) operation based on business need as part of the responsibilities. CycasHospitality BrusselsBrussels
