Front Office Manager (225-1012)

The Front Office Manager plays a critical role in ensuring the smooth operation of the front desk and overall guest experience in a hotel or hospitality setting. This position involves managing front desk staff, maintaining high levels of customer service, and ensuring efficient check-in and check-out processes. The Front Office Manager is responsible for addressing guest complaints or requests, maintaining guest records, and coordinating with other departments to enhance overall guest satisfaction. They are also tasked with developing and implementing front office policies and procedures. Excellent organizational skills and attention to detail are crucial, as well as a strong ability to lead and motivate a team. This position also involves conducting regular training sessions, implementing cost-control strategies, and generating reports on front office performance.

Responsibilities

• Manage daily operations of the front desk to ensure efficient service.
• Supervise and train front office staff to deliver exceptional guest service.
• Develop and implement front office policies and procedures for operations.
• Ensure guest check-in and check-out processes are handled seamlessly.
• Address and resolve guest complaints and special requests promptly.
• Coordinate with other departments to optimize overall guest experience.
• Maintain accurate and up-to-date guest records and billing information.
• Monitor team performance and provide feedback and coaching as necessary.
• Prepare and manage budgets and ensure cost-effective processing at the front desk.
• Generate reports and present insights on front office performance to management.
• Implement and encourage upselling and cross-selling strategies to maximize revenue.
• Schedule staff shifts and ensure adequate coverage during peak times.

Requirements

• Bachelor’s degree in Hospitality Management or a related field preferred.
• At least 3 years of experience in a front office supervisory role.
• Strong leadership skills with the ability to motivate and manage a team.
• Excellent interpersonal and communication skills for guest and staff interactions.
• Proficient in Microsoft Office and hotel management software systems.
• Strong problem-solving abilities and the capacity to handle stressful situations effectively.
• Exceptional organizational skills with a keen attention to detail and accuracy.