We are looking for a dynamic, enthusiastic, confident, and proactive Front Office Manager with excellent leadership and customer service skills. The incumbent will be responsible for managing the Front Office operations efficiently, ensuring exceptional guest experiences, maintaining service standards, and leading the Front Office team to achieve operational excellence.
Key Responsibilities:
Oversee and manage all Front Office operations, including Reception, Guest Relations, Reservations, Concierge, and Bell Desk services.
Ensure guests receive exceptional service from arrival to departure and maintain the highest level of guest satisfaction.
Supervise and lead Front Office associates, ensuring adherence to hotel policies, procedures, and service standards.
Handle guest complaints, concerns, and special requests promptly and professionally, ensuring timely resolution.
Monitor VIP arrivals, departures, and in-house guests, ensuring personalized service and seamless experiences.
Coordinate room allocations, reservations, check-ins, check-outs, and occupancy management to maximize revenue and guest satisfaction.
Review daily arrivals, departures, room availability, and reservation forecasts to ensure smooth operations.
Ensure accurate handling of guest accounts, billing, foreign currency exchange, cash transactions, and payment processing in accordance with hotel policies.
Monitor and maintain proper records, reports, logbooks, guest feedback, and departmental documentation.
Coordinate closely with Housekeeping, Sales & Marketing, Food & Beverage, Security, and other departments to ensure efficient guest service delivery.
Conduct regular staff briefings, training sessions, and performance evaluations to enhance team productivity and service quality.
Ensure compliance with hotel policies, health and safety regulations, and company standards.
Monitor departmental budgets, control operational costs, and identify opportunities for revenue enhancement.
Analyze guest feedback and service performance reports and implement corrective actions where necessary.
Ensure the Front Office and guest areas are maintained in a professional, organized, and presentable condition at all times.
Prepare and submit operational reports, occupancy reports, revenue reports, and other management reports as required.
Handle group reservations, corporate bookings, and special events in coordination with relevant departments.
Perform any other duties assigned by the General Manager or Management from time to time.