Front Office Manager

We are seeking a dynamic and experienced Front Office Manager to lead our front desk team and ensure seamless operations that exceed guest expectations.

Job Summary:
The Front Office Manager is responsible for overseeing all aspects of the front office operations, including guest services, reservations, concierge, and reception. This role ensures that the front office team delivers outstanding customer service, maintains efficient workflows, and upholds the property’s standards of excellence. The ideal candidate is a natural leader with strong organizational skills, a passion for hospitality, and the ability to handle high-pressure situations with professionalism.

Key Responsibilities:

Team Leadership: Supervise, train, and mentor front office staff, including front desk agents, concierge, and reservation specialists, to ensure exceptional guest service and adherence to company policies.

Guest Experience: Ensure all guests receive a warm welcome, personalized service, and prompt resolution of any issues or concerns. Strive to exceed guest expectations at every touchpoint.

Operations Management: Oversee daily front office operations, including check-in/check-out procedures, room assignments, billing, and guest inquiries. Ensure smooth and efficient workflows.

Reservations & Revenue Management: Monitor room availability, manage reservations, and optimize occupancy rates to maximize revenue. Collaborate with the sales and marketing teams to drive bookings.

Quality Assurance: Maintain high standards of cleanliness, organization, and professionalism in the front office area. Conduct regular audits and inspections to ensure compliance with brand standards.

Problem Resolution: Address and resolve guest complaints or issues promptly and professionally. Implement corrective actions to prevent recurring problems.

Training & Development: Develop and implement training programs to enhance staff skills, product knowledge, and service delivery. Foster a culture of continuous improvement.

Budget Management: Assist in preparing and managing the front office budget. Monitor expenses and implement cost-saving measures without compromising service quality.

Communication: Act as a liaison between the front office and other departments (e.g., housekeeping, maintenance, F&B) to ensure seamless coordination and guest satisfaction.

Technology Utilization: Ensure effective use of property management systems (PMS), point-of-sale (POS) systems, and other technology to streamline operations and enhance guest experiences.

Compliance: Ensure compliance with health, safety, and security regulations. Maintain confidentiality of guest information and adhere to data protection policies.

Qualifications:

Bachelor’s degree in Hospitality Management, Business Administration, or a related field (preferred).

Minimum of [X] years of experience in front office operations, with at least [X] years in a supervisory or managerial role.

Strong knowledge of hotel operations, reservations systems, and revenue management.

Exceptional interpersonal and communication skills, with the ability to interact effectively with guests, staff, and senior management.

Proven leadership abilities with a track record of motivating and developing teams.

Excellent problem-solving skills and the ability to handle challenging situations with tact and diplomacy.

Proficiency in property management systems (e.g., Opera, Fidelio) and Microsoft Office Suite.

Flexibility to work shifts, including evenings, weekends, and holidays, as required.

Preferred Qualifications:

Certification in Hospitality Management or a related field.

Experience in luxury or upscale hospitality environments.

Multilingual skills are a plus.

What We Offer:

Competitive salary and benefits package.

Opportunities for professional growth and development.

A supportive and collaborative work environment.

Employee discounts on accommodations, dining, and other services.

How to Apply:
Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience