Front of House Manager
We are looking for a Shiftleader to join our Front Office team. The role reports to the Front Desk Manager.

Who are we?
Our Steigenberger Wiltcher’s hotel is a leading five-star (superior) property second to none in Brussels. We are part of Deutsche Hospitality – With your passion, creativity and vision, DH is the right place for you. We inspire our guests every day with care and perfection. We are currently undergoing a re-Branding of the hotel to an ‘Icon’ Property – of which 6 have been selected in the entire DH company.

What are we looking for?
The mission and intention of this position are focused on welcoming customers upon arrival at the hotel in order to ensure their satisfaction throughout their stay in accordance with the procedures issued by the company.

Personal skills:
– Able to motivate and train a team towards a common goal
– Ability to remain calm at all times and manage stress
– Excellent communication skills and complaints handling skills
– Being someone, you can count on
Main Responsibilities:
• Being an Ambassador of the hotel and giving a first very positive impression to all guests.
• Making sure his / her arrival is up to the standards and values of what we promise to give.
• A shift leader will be in charge of his/her shift. Making sure everything goes smoothly operationally.
• Check-in and checkouts and anticipating any challenges to overcome and finding a solution.
• Handle and follow up on complaints that may have occurred and making sure the guest is satisfied with the solutions given.
• Supervise any cashiering during the shift and fix any issues that may arise.
• Executing financial needs.
• Being able to understand guest needs and adapting to individual needs.
• Making sure FO agents are following standards and procedures.
• Challenging and motivating the receptionists in giving their best services.
• Coaching and training FO agents on a regular basis.
• Communicating effectively with guest, colleagues and all other departments in the hotel.
• Being agile and able to adapt in every situation.
• Actively participating in achieving goals and objectives.
• Taking the lead on projects and ensuring their deadlines.
• Interested in selling and promoting.
• Multitasking and being able to handle stress.
• Acting as a duty manager from time to time.
• Knowing all security procedures and being able to guide other when needed.