Front Office Manager

Job summary

The Front Office Manager is responsible for overseeing the front-of-house operations, ensuring a seamless and memorable experience for guests during their arrival and departure. This role involves setting service standards, training staff, and achieving departmental goals.

Qualifications

• Proven experience managing daily operations in a Front Office Department, ideally within a luxury hotel environment.
• Strong leadership abilities to supervise and coach Front Office Agents, Concierge, Bell, and Guest Relations staff.
• Excellent problem-solving and communication skills, with a focus on guest satisfaction.
• Experience in performance reviews and providing constructive feedback.
• Skilled in training and developing team members.
• Strong organizational skills for managing meetings, labor, and payroll reports.
• Ability to collaborate effectively with other departments such as Food & Beverage and Housekeeping.
• Proficient in hotel management systems and accurate guest data entry.
• Knowledge of yield management and cost control practices.
• Flexibility to adapt to the demands of a 24-hour operation.

Responsibilities

• Lead the front-of-house team to ensure exceptional guest experiences.
• Set and maintain high service standards.
• Train and develop the Front Office team.
• Handle guest complaints and requests professionally.
• Collaborate with other departments to enhance guest satisfaction.

Skills

• Strong leadership and coaching skills.
• Excellent communication skills in English and other languages.
• Proficiency in hotel property management systems.

Education

• Relevant experience in hospitality management is preferred.

Tools

• Hotel management systems.