Front Office Manager

Duties and Responsibilities:

1.Recruit, train, and supervise front desk staff, including receptionists, concierge, and bellmans.

2. Schedule staff shifts and ensure adequate coverage at all times.

3. Conduct performance evaluations and provide feedback and coaching to team members.

4.Ensure that guests receive a warm welcome and excellent service throughout their stay.

5. Handle guest complaints, requests, and inquiries promptly and professionally.

6. Monitor guest satisfaction and implement improvements based on feedback.

7. Oversee the check-in and check-out processes, ensuring efficiency and accuracy.

8. Manage room reservations, availability, and rates in the hotel management system.

9. Coordinate with housekeeping and maintenance to ensure rooms are clean and ready for guests.

10.Monitor front office expenses and revenues, and ensure budget compliance.

11. Handle billing and payment processes, including cash, credit card transactions, and account settlements.

12. Prepare and submit daily, weekly, and monthly reports on front office operations.

13.Ensure that front office operations comply with hotel policies, procedures, and standards.

14. Maintain a safe and secure environment for guests and staff.

15. Stay updated with industry trends and best practices to enhance front office operations.

16.Liaise with other departments, such as housekeeping, maintenance, and food and beverage, to ensure smooth operations and guest satisfaction.

17. Communicate effectively with hotel management and staff to relay important information and updates.

18. Organize and conduct regular staff meetings and training sessions.

19.Utilize hotel management software and systems to manage reservations, check-ins, and check-outs.

20. Implement and oversee any technology upgrades or changes in the front office area.

Qualifications, Skills and Experience:

1. Bachelor’s degree in Hospitality Management, Business Administration, or a related field.

2. Proven experience in front office operations, with at least 3-5 years in a supervisory or management role.

3. Strong leadership and team management skills.

4. Excellent communication, interpersonal, and customer service skills.

5. Proficiency in hotel management software and Microsoft Office Suite.

6. Strong problem-solving and decision-making abilities.

7. Ability to handle stressful situations and resolve conflicts effectively.

8. Attention to detail and a high level of organizational skills.