Front Office Manager

Role & responsibilities

Guest services and relations

• Ensure a warm and welcoming experience for all guests.
• Manage guest check-ins, check-outs, inquiries, and complaints.
• Handle and resolve guest issues and requests promptly.
• Maintain accurate guest records and ensure confidentiality.

Staff and operational management

• Supervise, train, and motivate front desk staff.
• Create and manage staff schedules to ensure adequate coverage.
• Conduct staff performance evaluations and provide feedback.
• Maintain a clean, organized, and professional front desk area.
• Ensure all hotel policies and procedures are followed.

Customer Satisfaction

• Develop and maintain positive relationships with guests, staff, suppliers, and stakeholders.
• Ensure high standards of customer service and guest satisfaction.
• Regular interaction with Guests and seek positive feedback
• Encourage Guests to provide online feedback
• Encourage staff to seek positive guest feedback though online portals .

Administrative and financial duties

• Manage reservations, room assignments, and billing.
• Monitor and manage the department budget and office supplies.
• Prepare reports on front office activities, such as bookings, cancellations, and guest feedback.
• Ensure all cash-handling and credit policies are enforced correctly.

Business, Reports and Controls

• Create, monitor, and review a variety of business reports such as sales reports, Occupancy reports, check in and checkout reports.
• Achieve satisfactory results on internal audits and Controls Self
• Daily Team briefing and regular reviews with management to ensure strict controls.

Online Monitoring

• Learn and Train flawless online booking and reservation management.
• Regular interaction with software on pricing and various OTA promotional strategies

Monitoring and measuring success on Promotional Strategies

Preferred candidate profile

Candidate with 3-6 years of experience as Front Office manager is mandatory. Your role includes handling front office duties, attending to guests enquires, managing reservations with exceptional customer service and professionalism.