As a Front Office Manager, your primary responsibility is to oversee all aspects of the front desk operations and guest services to ensure a seamless and exceptional experience for guests. You will lead a team of front desk staff, including receptionists, concierge, and bell staff, to uphold high standards of customer service, efficiency, and professionalism. Additionally, you will collaborate with other departments to ensure coordination and communication for guest satisfaction.
Front Desk Operations Management:- Supervise and manage all front desk operations, including check-in/check-out procedures, room reservations, guest inquiries, and complaints resolution.
Ensure that front desk staff are well-trained in hotel policies, procedures, and customer service standards.- Monitor and maintain front desk procedures and systems to ensure efficiency and accuracy in guest transactions and information handling.
Guest Services and Relations:- Provide personalized guest services and ensure that guest needs and requests are addressed promptly and effectively.
Handle guest complaints and concerns professionally, seeking resolution to ensure guest satisfaction and retention.- Implement guest feedback mechanisms to continuously improve service quality and exceed guest expectations.
Staff Training and Development:- Recruit, train, and supervise front desk staff, providing ongoing coaching, feedback, and performance evaluations.
Conduct regular training sessions to ensure that front desk staff are equipped with necessary skills, knowledge, and tools to perform their duties effectively.- Foster a positive and supportive work environment that promotes teamwork, collaboration, and excellence in customer service.
Revenue Management and Sales Support:- Collaborate with sales and marketing teams to maximize room occupancy, upsell opportunities, and revenue generation.
Implement revenue management strategies, pricing policies, and promotions to optimize room rates and occupancy levels.- Monitor room availability, rate fluctuations, and market trends to identify opportunities for revenue growth and optimization.
Administrative and Reporting Tasks:- Prepare and maintain accurate records, reports, and statistics related to front desk operations, guest services, and performance metrics.
Handle administrative tasks such as payroll processing, scheduling, inventory management, and budget oversight for the front office department.- Communicate regularly with management and other departments to provide updates, reports, and recommendations for improvement.
Bachelor's degree in Hospitality Management, Business Administration, or related field. Master's degree is a plus.- At least 3-5 years of proven experience in front desk operations, guest services, or hotel management, preferably in a supervisory or managerial role.
Excellent interpersonal, communication, and leadership skills.
- Strong customer service orientation with a focus on exceeding guest expectations.
Proficiency in hotel management software, reservation systems, and Microsoft Office suite.- Ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.
Job Type: Full-time
Schedule:Supplemental pay types:
13th month salary
