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Hotel Front Office Manager (Min 4-Star Hotel Experience ONLY)

Kingfisher Nest Ltd

Hospitality & Leisure

Hospitality & Hotel KES Confidential
1 month ago

Job Summary

Seeking a Front Office Manager with a minimum of 4 years' experience in a 4 to 5-star hotel environment. The ideal candidate will oversee all aspects of the hotel's front office operations, including guest relations, reservations, and staff management, ensuring exceptional guest service standards are met and exceeded

  • Minimum Qualification: Bachelors
  • Experience Level: Senior level
  • Experience Length: 4 years

Job Description/Requirements

1. Guest Services Management:

• Ensure high standards of customer service are maintained at all times, greeting guests warmly, addressing their inquiries, and resolving any issues or complaints promptly and effectively.

• Monitor guest feedback and satisfaction scores, implementing measures to improve service quality and exceed guest expectations.

• Train and coach front desk staff on guest service standards, communication techniques, and problem-solving skills.


2. Front Desk Operations:

• Oversee the day-to-day operations of the hotel's front desk, including check-in/check-out processes, room assignments, and cashiering procedures.

• Coordinate with housekeeping department, reservations, and other departments to ensure timely and accurate communication and collaboration.

• Manage room inventory and availability, maximizing occupancy and revenue through effective yield management strategies.


3. Staff Management and Training:

• Help in recruiting, hiring, training, and supervise front desk staff, ensuring they are knowledgeable, professional, and courteous in their interactions with guests.

• Schedule front desk shifts and allocate resources effectively to meet operational needs and maintain appropriate staffing levels.

• Provide ongoing coaching and feedback to staff, conducting performance reviews and identifying opportunities for development and advancement.


4. Revenue Management:

• Monitor room rates, occupancy levels, and revenue performance, adjusting pricing strategies and promotions as needed to maximize revenue and profitability.

• Upsell hotel amenities and services to guests during check-in/check-out processes, such as room upgrades, dining options, and loyalty programs.

• Collaborate with the sales and marketing team to drive sales and bookings through effective promotional campaigns and packages.


5. Safety and Security:

• Ensure compliance with safety and security procedures, including emergency response protocols, fire safety regulations, and guest confidentiality policies.

• Conduct regular inspections of front desk areas and guest rooms to identify and address any safety or security risks.

• Train front desk staff on security procedures and emergency response protocols, ensuring they are prepared to handle any unforeseen situations.


6. Administration and Reporting:

• Maintain accurate records and documentation related to front desk operations, including guest registrations, payments, and incident reports.

• Prepare daily, weekly, and monthly reports on front desk performance, including occupancy rates, revenue figures, and guest satisfaction scores.

• Analyze data and trends to identify opportunities for improvement and operational efficiency.


Qualifications and Skills:

• Bachelor's degree in Hospitality Management, Business Administration, or related field. Relevant certifications or training in hotel management are a plus.

• Proven experience in front office or guest services management roles within the hospitality industry, preferably in a hotel setting.

• Strong leadership and managerial skills, with the ability to motivate and inspire a diverse team.

• Excellent communication, interpersonal, and customer service skills.

• Proficiency in hotel management software and reservation systems.

• Knowledge of safety and security protocols, emergency response procedures, and regulatory requirements.

• Ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.

Important Safety Tips

  • Do not make any payment without confirming with the BrighterMonday Customer Support Team.
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