Front Office Manager

Role & responsibilities

Guest Services Management

1. Ensure a Warm Welcome:

- Supervise check-in and check-out processes to ensure efficiency and guest satisfaction.

- Provide personalized service to guests, addressing inquiries, complaints, and special requests.

2. Handle Guest Relations:

- Resolve guest issues promptly and effectively.

- Foster positive relationships with guests to encourage repeat business and positive reviews.

Staff Management and Training

1. Recruitment and Hiring:

- Hire front office staff, including receptionists, concierge, bellboys, and night auditors.

2. Training and Development:

- Train staff in customer service, hotel policies, and procedures.

- Conduct regular performance reviews and provide ongoing training and development.

3. Scheduling and Supervision:

- Schedule staff shifts to ensure adequate coverage at all times.

- Supervise front office staff, ensuring they perform their duties efficiently.

Operational Oversight

1. Manage Daily Operations:

- Oversee the daily operations of the front office, ensuring smooth and efficient service.

- Maintain a clean, organized, and visually appealing front desk and lobby area.

2. Quality Control:

- Monitor service quality and implement improvements as needed.

- Ensure adherence to hotel policies and procedures.

Revenue Management

1. Optimize Occupancy:

- Maximize room occupancy and revenue through effective inventory management and pricing strategies.

- Work closely with sales and marketing teams to implement promotional strategies.

2. Financial Oversight:

- Prepare and manage the front office budget.

- Oversee billing, cash handling, and financial transactions.

Communication and Coordination

1. Interdepartmental Coordination:

- Liaise with other departments such as housekeeping, maintenance, and food and beverage to ensure guest needs are met.

- Attend management meetings and provide updates on front office performance.

2. Effective Communication:

- Ensure clear and effective communication among front office staff and other departments.

Technology and Systems Management

1. System Management:

- Oversee the use and maintenance of front office software and systems (e.g., Property Management Systems).

2. Training on Systems:

- Train staff on the use of front office systems and technologies.

3. Implement Technology:

- Identify and implement new technologies to enhance front office operations.

Safety and Compliance

1. Regulatory Compliance:

- Ensure the front office complies with health, safety, and security regulations.

2. Emergency Procedures:

- Develop and implement emergency procedures.

- Train staff on emergency response protocols.

Guest Feedback and Relations

1. Collect and Analyze Feedback:

- Gather guest feedback through surveys and direct interactions.

- Analyze feedback to identify areas for improvement.

2. Implement Improvements:

- Implement changes based on guest feedback to enhance satisfaction.

Crisis Management

1. Emergency Response:

- Act as the point of contact during emergencies or crises affecting the front office.

- Develop and implement crisis management procedures.

Skills and Qualifications

- Education: Degree in Hospitality Management or a related field is often preferred.

- Experience: Several years of experience in front office operations, preferably in a supervisory or management role.

- Skills:

- Strong leadership and interpersonal skills.

- Excellent communication and customer service skills.

- Ability to handle stressful situations with composure.

- Proficiency in hotel management software (e.g., Opera, PMS).

- Financial acumen and budget management skills.

- Problem-solving and decision-making abilities.

Personal Attributes

- Professional appearance and demeanor.

- Strong organizational skills.

- Attention to detail.

- High level of integrity and professionalism.

- Ability to work flexible hours, including nights, weekends, and h

Perks and benefits: Attractive salary package, Meal and Accommodation facilities.