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

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.