Front Office Manager

The Front Office Manager is responsible for overseeing the front office team, ensuring exceptional service delivery, maintaining guest satisfaction, and managing day-to-day operations in a hotel’s front desk area. The position involves managing a team, overseeing the guest check-in process, resolving guest concerns, and ensuring smooth communication between departments.

Key Responsibilities:

• Leadership & Development:

  • Hire, train, and develop front office associates.
  • Provide ongoing coaching, feedback, and support to ensure high performance.
  • Develop team schedules, ensuring proper coverage for all shifts.
  • Manage associate performance and provide guidance to enhance job skills.

• Guest Experience:

  • Ensure the highest level of guest satisfaction by addressing complaints, requests, and inquiries in a timely, professional, and courteous manner.
  • Check guests in and out efficiently, ensuring all special requests are noted and fulfilled, and accurate credit information is obtained.
  • Handle all guest concerns with professionalism, resolving issues promptly and ensuring a positive guest experience.

• Operational Responsibilities:

  • Answer phone calls promptly, providing guests with necessary information and resolving any issues they may have.
  • Provide transportation services to guests in line with the hotel's standard operating procedures.
  • Maintain inventory control by ordering supplies as needed and ensuring proper stock levels.
  • Ensure that all daily tasks for Front Office Associates, such as checklists, call back logs, guest request logs, and wake-up logs, are completed.

• Systems & Procedures:

  • Ensure that Front Office Associates are fully trained on the hotel’s operating systems (such as Fosse) and are following procedures effectively.
  • Oversee communication between departments to ensure the timely fulfillment of guest needs and seamless hotel operations.

• Administrative Duties:

  • Create weekly schedules for all Front Office Associates, ensuring proper coverage for all shifts.
  • Monitor and address any absenteeism or call-offs by finding replacements in a timely manner.
  • Keep accurate records and follow up on any guest complaints to ensure they are resolved professionally.

• Team Motivation & Support:

  • Provide motivation to team members and maintain a positive work environment.
  • Offer assistance to other departments as necessary to ensure the hotel operates at its highest efficiency.

Requirements:

• Proven experience in a front office or supervisory role within the hospitality industry.
• Strong leadership, organizational, and communication skills.
• Ability to manage multiple tasks simultaneously while maintaining a high level of guest satisfaction.
• Proficiency with hotel management software and systems (e.g., Fosse, PMS).
• Ability to work flexible hours, including nights, weekends, and holidays as required.