Melia Serengeti Front of House Manager

Melia Serengeti Lodge Member of Melia Collection where the thrill of the African wilderness awaits

• Prepare performance reports related to the front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit reports and maintain close observation of daily house count. Monitor the selling status of the house daily. Ie flash report, allowance etc.
• Monitor high-balance guests and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Implementing the different customer experience management tools, as well as monitoring and analysing the results of the Voice of the Customer, ensuring compliance with the goals set and defining improvement plans if necessary.
• Define and implement the guests’ digital experience, according to the global strategy.
• Manage customer incidents, following the established protocols.
• Adapt the standards subject to the local customisation of the product.
• Support negotiations with external suppliers, following the product guidelines set.
• Define, develop and implement the hotel's Sensory Architecture strategy, in terms of lighting, decoration, aroma and piped music, ensuring compliance in different areas.
• Approve material orders, following the marked product guidelines, for the best optimisation of economic resources, ensuring optimal control of their department’s inventories.
• Overall incharge of all Front Office and Guest Experience activities 

• University degree, preferably Tourism or Hospitality, Marketing or similar. 
• Knowledge of brand strategies 
• Knowledge of hotel management and/or Customer Experience tools. 
• Financial knowledge and Knowledge of Hotel Operations. 
• Ability to lead and inspire a team
• Analytical capacity. 
• Proactivity and Innovation. 
• Excellent communication skills. 

• 3 years in a similar position in the hospitality industry or At least 5 years’ experience in the Front Office and Guest Experience department in a Manager role.