Front Office Manager

Objectives and Purpose of the Job:

As a Front Office Manager, you are the face of our organization. You will oversee all aspects of the front office operations, ensuring exceptional customer service, efficient administrative processes, and a welcoming environment for guests and visitors. You will lead a team of receptionists, concierge staff, and administrative personnel, guiding them to deliver top-notch service while maintaining high standards of professionalism and efficiency.

Main Duties and Responsibilities:

1. Team Leadership: Manage, mentor, and motivate the front office team, fostering a positive work environment and ensuring optimal performance.
2. Customer Service: Ensure excellent customer service standards are upheld, handling guest inquiries, complaints, and special requests promptly and professionally.
3. Front Desk Operations: Oversee the smooth operation of the front desk, including check-in/check-out procedures, reservations, billing, and cashiering processes.
4. Administration: Manage administrative tasks such as scheduling, payroll, inventory management, and maintaining records and databases.
5. Training and Development: Conduct training sessions to enhance the skills and knowledge of front office staff, ensuring they are equipped to provide outstanding service.
6. Quality Assurance: Implement and monitor quality assurance procedures to guarantee consistency and excellence in service delivery.
7. Safety and Security: Maintain a safe and secure environment for guests and staff, adhering to safety protocols and emergency procedures.
8. Communication: Facilitate effective communication between departments, ensuring seamless coordination and cooperation.
9. Financial Management: Assist in budget preparation and cost control measures, optimizing resources without compromising service quality.
10. Technology Utilization: Stay updated on industry trends and technological advancements, implementing relevant tools and systems to streamline operations and enhance the guest experience.
11. Compliance: Ensure compliance with company policies, industry regulations, and legal requirements.

Qualifications:

• Bachelor's degree in hospitality management, business administration, or related field (preferred).
• Proven experience in front office operations, with at least 3-5 years in a supervisory or managerial role.
• Exceptional leadership, communication, and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Proficiency in hotel management software and Microsoft Office Suite.
• Ability to work effectively under pressure and handle multiple tasks simultaneously.
• Flexibility to work shifts, including weekends and holidays, as required.