Front Office Manager

Key Responsibilities:

1. Front Desk Management:

• Supervise and train front desk staff, including receptionists and concierge.
• Ensure that front desk operations run smoothly, including check-in, check-out, and guest inquiries.
• Maintain a professional and welcoming atmosphere at the front desk.

2. Guest Services:

• Handle escalated guest issues and complaints, striving to resolve them promptly and satisfactorily.
• Monitor guest feedback and reviews to identify areas for improvement.
• Coordinate special guest requests and services, such as transportation, tours, or restaurant reservations.

3. Reservations and Room Assignment:

• Oversee the reservation process, ensuring accuracy and efficiency.
• Manage room inventory and assign rooms based on guest preferences and availability.
• Implement revenue management strategies to optimize room revenue.

4. Online Travel Agency Room Booking Management:

• Oversee OTA room reservations, ensuring accuracy and availability.
• Maintain a strong online presence by managing OTA listings, rates, and availability.
• Monitor and respond to OTA guest reviews and inquiries.
• Implement strategies to optimize revenue and occupancy through OTA channels.

5. Financial Management:

• Prepare and manage the front office budget, monitoring expenses and revenue.
• Ensure accuracy in billing and payment collection processes.
• Implement cost-saving measures where applicable.

6. Staff Training and Development:

• Conduct regular training sessions to enhance the skills and knowledge of front office staff.
• Set performance goals and provide feedback to team members.
• Handle staffing needs, including scheduling and recruitment.

7. Security and Safety:

• Ensure the safety and security of guests and employees by implementing and enforcing hotel policies and procedures.
• Coordinate emergency procedures and train staff accordingly.

8. Technology and Systems:

• Familiarity with hotel management software for reservations, check-ins, and check-outs.
• Ensure that all front office equipment and systems are well-maintained and operational.

9. Communication and Reporting:

• Maintain effective communication with other hotel departments, including housekeeping, maintenance, and food and beverage.
• Prepare reports on front office performance, occupancy rates, and revenue.

10. Guest Relations:

• Foster positive relationships with regular and VIP guests.
• Implement loyalty programs and incentives to encourage repeat business.

11. Compliance:

• Ensure compliance with all relevant laws and regulations, including hotel licensing requirements.

Qualifications:

• Bachelor's degree in Hotel Management or a related field.
• 10 years of experience in front office management, with prior managerial roles.
• Strong interpersonal and communication skills.
• Proficiency in hotel management software.
• Knowledge of local hospitality regulations.
• Exceptional customer service orientation.
• Problem-solving and conflict resolution abilities.