Front Office Manager

Key Responsibilities:

• Guest Services:
• Greet and welcome guests in a professional and friendly manner.
• Manage check-in/check-out procedures, including room assignments, billing, and special requests.
• Handle guest inquiries, complaints, and concerns promptly and professionally.
• Ensure guest satisfaction by providing high-quality service and addressing any issues during their stay.
• Front Desk Operations:
• Supervise and train front desk staff, including receptionists, bell staff, and concierge.
• Monitor the front desk operations to ensure efficiency, accuracy, and compliance with company standards.
• Oversee the reservation process, including managing room availability, overbooking, and special requests.
• Coordinate with housekeeping and maintenance departments to ensure rooms are prepared and issues are addressed.
• Staff Management:
• Hire, train, and develop front office team members.
• Create and maintain staff schedules, ensuring adequate coverage during peak times.
• Conduct regular performance evaluations and provide feedback and coaching to team members.
• Foster a positive and collaborative work environment.
• Administrative Duties:
• Maintain accurate records of guest preferences, special requests, and other relevant data.
• Ensure compliance with all safety and security regulations.
• Handle cash, credit transactions, and other financial duties as needed.
• Prepare reports on front office performance, occupancy, and guest feedback for management.
• Collaboration and Communication:
• Work closely with the housekeeping, sales, and maintenance teams to ensure operational efficiency.
• Communicate guest needs and issues to other departments in a timely manner.
• Assist with VIP guests, group arrivals, and special events, ensuring tailored services are provided.

Required Qualifications:

• Bachelors degree in Hospitality Management, Business Administration, or related field (preferred).
• 12-15years of experience in a hotel or hospitality Industry.
• Strong leadership, interpersonal, and communication skills.
• Proficiency in hotel management software (e.g., Opera, Maestro, etc.) and Microsoft Office Suite.
• Knowledge of hotel operations, guest services, and industry standards.
• Ability to handle high-pressure situations and resolve guest issues with tact and professionalism.