Front Office Manager
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Job summary
We are seeking an experienced and customer-focused Front Office Manager to oversee the front desk and reception operations in our 3-star hotel. The successful candidate will be responsible for ensuring exceptional guest experiences, leading a team, and driving front office efficiency.
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
3 years
Job descriptions & requirements
Key Responsibilities:
1. Guest Services:
- Ensure exceptional guest experiences, responding to inquiries and resolving issues promptly.
- Foster a culture of excellent customer service among front office staff.
- Provide hands-on assistance when needed.
2. Front Office Operations:
- Oversee daily front office operations, including reservations, check-in, check-out, and room assignments.
- Manage room inventory, ensuring accurate room allocation and minimizing errors.
3. Team Leadership:
- Lead, motivate, and mentor a team of front desk agents and receptionists.
- Conduct performance evaluations, provide feedback, and develop training plans to adhere to hotel standards.
4. Revenue Management:
- Monitor and optimize room rates, occupancy, and revenue.
- Implement yield management strategies to maximize revenue.
5. Communication:
- Liaise with other departments (e.g., housekeeping, F&B) to ensure seamless service delivery.
- Respond to guest feedback, complaints, and compliments.
6. Administrative Tasks:
- Prepare and maintain accurate front office records, financial reports, and statistics.
- Ensure compliance with hotel policies, procedures, and regulatory requirements.
7. Policy and procedures:
- Create, implement, and ensure compliance with the hotel’s front office policies and standard operating procedures (SOPs).
8. Managing the hotel’s OTAs
- Constantly monitor and manage the hotel’s OTAs (e.g Booking.com, Expedia etc) by optimizing listings, managing rates and inventory across channels and using data analytics to drive revenue
Requirements:
- 3+ years of experience in front office management or similar role in a 3-star hotel or hospitality setting.
- Strong leadership and interpersonal skills.
- Good organization skills.
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Familiarity with hotel operations, room management systems, and customer relationship management (CRM) software.
- Problem-solving and conflict resolution skills.
- Knowledge of basic book-keeping, financial reporting, and office management procedures.
- Ability to work flexible hours, including nights, weekends, and holidays.
Preferred Qualifications:
- Hospitality degree or certification (e.g., hospitality management, hotel administration).
- Experience with hotel management systems (PMS) and online booking engines.
- Knowledge of revenue management principles and yield management strategies.
- Proficiency in Microsoft excel.
If you're a customer-focused and experienced Front Office Manager looking for a new challenge,
we'd love to hear from you!
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