Hotel Front Office Manager

Job Overview
The Front Office Manager is responsible for overseeing the smooth and efficient operations of the front desk, ensuring that all guests receive a high level of service from arrival to departure. The role involves managing front office staff, ensuring that procedures are followed, resolving guest issues, and liaising with other departments to maintain the hotel’s standards of service.

1. Guest Services Management

• Ensure excellent customer service: Oversee the front desk operations to ensure that all guests experience a smooth check-in/check-out process.
• Handle guest complaints: Act as the main point of contact for guest issues, ensuring prompt and professional resolution.
• Oversee VIP guest services: Ensure that VIP guests are given special attention, and their preferences and requests are met.
• Monitor guest satisfaction: Regularly review guest feedback through surveys and online reviews, and take necessary action to address recurring issues.

2. Staff Management

• Recruit, train, and supervise front office staff: Hire qualified team members, ensure they receive proper training, and monitor their performance.
• Schedule staff: Manage front desk shifts and scheduling to ensure adequate coverage, especially during peak hours.
• Lead daily briefings: Conduct pre-shift meetings to update staff on arrivals, departures, special requests, and any important operational updates.
• Performance management: Provide ongoing feedback, conduct performance evaluations, and manage any disciplinary actions as needed.

3. Financial Responsibilities

• Manage financial transactions: Ensure the accurate handling of cash, credit card payments, and billing issues.
• Monitor front desk sales performance: Promote the upselling of rooms and other hotel services to maximize revenue.
• Review daily financial reports: Ensure the accuracy of cash float reconciliation, billing, and any discrepancies at the front desk.

4. Operational Management

• Coordinate with other departments: Liaise with housekeeping, maintenance, and other departments to ensure rooms are ready for check-in and that guest requests are fulfilled in a timely manner.
• Monitor room availability: Ensure rooms are assigned properly and that the hotel’s occupancy levels are optimized.
• Implement front office procedures: Establish and maintain efficient front desk processes and policies.
• Handle emergencies: Act as the first point of contact for any emergency situations (fire alarms, medical issues, etc.) and follow proper protocols.

5. Administrative Duties

• Maintain front office reports: Ensure the accurate maintenance of guest records, billing, occupancy statistics, and other necessary documentation.
• Prepare staff schedules: Ensure proper staffing for the front office based on occupancy forecasts.
• Manage inventory: Oversee the ordering and inventory management of front desk supplies (e.g., key cards, stationary).

6. Technology & Systems

• Manage property management systems (PMS): Ensure that staff is trained and efficient in using the hotel’s PMS, and resolve any system issues that arise.
• Implement new technology: Stay up to date with new front office software and technology that can improve operations and guest experience.

Key Skills and Qualifications:

• Education: A degree in Hospitality Management, Business Administration, or a related field is preferred.
• Experience: Minimum of 3-5 years of front desk or guest services experience, with at least 1-2 years in a supervisory role.
• Leadership: Strong leadership and people management skills, with the ability to motivate and manage a team effectively.
• Customer Service: Excellent customer service and communication skills, with a problem-solving approach to handling guest complaints and requests.
• Organization: Strong organizational skills with the ability to multitask and manage the daily operations of the front office efficiently.
• Tech-savvy: Proficient in hotel property management systems (PMS), as well as other front office technology (e.g., reservation systems, CRM software).
• Financial Acumen: Understanding of financial reports, cash handling, and revenue management principles.
• Crisis Management: Ability to remain calm and effectively handle emergencies or high-pressure situations.

Working Conditions:

• Schedule Flexibility: Must be available to work on weekends, holidays, and evening shifts as needed.

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Work Location: In person

Salary : $45,000 - $60,000