Welcome Manager

About the Role

Location: W Koh Samui, 4/1 Moo 1 Tambol Maenam, Koh Samui, Surat Thani, Thailand, 84330

Position Type: Management — Full Time, Onsite

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. Directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Responsibilities

• Lead and develop the Guest Services/Front Office team: supervise and manage employees, communicate performance expectations, coach and mentor staff, recognize achievements, and perform duties during staff absence.
• Maintain Front Office goals: achieve/exceed performance, budget and team goals; manage day-to-day operations to meet customer expectations; set priorities and plans to drive guest satisfaction and financial results; review staffing levels.
• Manage projects and policies: ensure compliance with Front Office policies, SOPs and local procedures; administer disciplinary procedures and documentation according to standards.
• Ensure exceptional customer service: act as the Service Champion for the Front Office, create a positive guest-relations atmosphere, review guest feedback and comment cards, respond to and resolve guest problems and complaints.
• Manage human resources activities for the department: identify developmental needs, provide coaching and direction, set performance standards, conduct performance appraisals, manage progressive discipline, and interview/hire managers and hourly team members.
• Additional duties: communicate information to supervisors and colleagues, analyze information to solve problems, update executives and peers in a timely manner, and identify operational challenges with solutions to prevent recurrence.

Qualifications

• High school diploma or GED and 4 years' experience in guest services, front desk, or related area; OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major and 2 years' experience in guest services, front desk, or related area.

Additional Information

Job Category: Rooms & Guest Services Operations

Schedule: Full Time. Located Remotely? No.