Front Office Manager

Roles and responsibilities

Managing and coaching your front office team to deliver memorable guest experiences and the warmest of welcomes
Engaging with guests to build personal relationships and remedy any complaints
Conducting regular front office inspections to ensure we’re making the right first impression
Helping to prepare budgets and finding new ways to drive revenue from walk-ins and up-selling at the front desk
Training team members on PBX procedures and taking the lead during an emergency or crisis
Reporting into the Director of Rooms you’ll manage a team of front desk employees across several specialisms.
1. Guest Service Management:
Guest Check-in and Check-out: Ensure that the check-in and check-out processes run smoothly, efficiently, and professionally. Address any concerns or special requests from guests during their stay.
Guest Relations: Handle guest complaints or issues promptly and professionally, ensuring that guests are satisfied and their concerns are resolved to the best of the hotel's ability.
Upselling Services: Encourage guests to use additional hotel services (e.g., spa, restaurant, excursions) by providing information and making recommendations based on their needs.
VIP and Special Requests: Provide personalized services to VIP guests or special clientele, such as business travelers or repeat guests, ensuring they receive extra attention and care.
2. Staff Management and Training:
Team Supervision: Manage and oversee the front office team, including receptionists, concierge, bell staff, and night auditors. Ensure the team is motivated, professional, and providing excellent service.
Training and Development: Train new front desk staff and conduct regular ongoing training to ensure that the team is up to date with hotel policies, software systems, and customer service best practices.
Performance Management: Monitor employee performance, provide feedback, conduct performance appraisals, and address any performance or behavioral issues.
Scheduling: Create staff schedules to ensure adequate coverage during busy times, holidays, and peak seasons while managing staff workloads efficiently.
3. Operational Oversight:
Room Assignments and Availability: Oversee room assignments, ensuring that guests are assigned rooms based on their preferences (e.g., bed type, smoking/non-smoking) and that room availability is maintained for incoming reservations.
Reservations Coordination: Work with the reservations team to ensure that reservations are accurately recorded, confirmed, and processed. Handle any overbooking situations in coordination with the reservations department.
Check-in and Check-out Procedures: Ensure that all check-in and check-out procedures are efficient and accurate, ensuring guests’ data is entered correctly, and that guest billing is processed without errors.
Billing and Payments: Ensure that all guest bills are correctly processed, payments are collected, and any discrepancies are resolved.

Desired candidate profile

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration
3 years of Front Office/Guest Service experience including management experience
Must speak fluent English
Other languages preferred
1. Leadership Skills:
Team Management: Ability to lead, motivate, and manage a team of front office staff, ensuring the team is providing high-quality service and working efficiently.
Conflict Resolution: Ability to manage and resolve conflicts, both with guests and between team members, in a calm and professional manner.
Decision-Making: Ability to make quick and effective decisions, particularly in high-pressure or emergency situations, to ensure guest satisfaction and operational efficiency.
2. Communication Skills:
Interpersonal Skills: Strong interpersonal skills for interacting with guests, staff, and other departments. Ability to communicate clearly and diplomatically.
Written Communication: Excellent written communication skills for preparing reports, handling guest correspondence, and documenting incidents or complaints.
3. Customer Service Excellence:
Guest Focus: Strong focus on providing a positive guest experience and going above and beyond to meet guest needs, anticipating their needs before they arise.
Problem Solving: Ability to quickly identify problems and resolve them in a way that satisfies the guest and maintains hotel standards.
4. Organizational Skills:
Multitasking: Ability to manage multiple tasks and priorities at once, ensuring all aspects of front office operations are running smoothly.
Time Management: Efficient time management, particularly when balancing guest requests, staff supervision, and administrative duties.