Front Desk Manager

Key Responsibilities

• Oversee the operation of the Front Office and Hotel Lobby, ensuring smooth and efficient service delivery.
• Respond promptly and courteously to all guest requests, problems, complaints, and incidents, both at the Front Desk and through Reservations.
• Follow up with guests to ensure their satisfaction and resolve issues effectively.
• Motivate, coach, counsel, and discipline Front Desk staff to maintain high performance standards.
• Maximize room revenue and occupancy through effective management and upselling strategies.
• Promote and sell hotel products and services to enhance revenue.
• Ensure compliance with hotel policies, procedures, and safety standards.
• Monitor and manage staff schedules, training, and performance evaluations.
• Collaborate with other departments to ensure seamless guest experiences and operational efficiency.

Requirements

• Proven experience in hotel front desk operations, preferably in a supervisory or managerial role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle guest complaints and resolve issues professionally.
• Knowledge of hotel management software and reservation systems.
• Strong organizational and multitasking abilities.
• Flexibility to work varied shifts, including evenings, weekends, and holidays.
• High school diploma or equivalent; hospitality management degree or related certification preferred.
• Strong oral communication skills and a customer/client-oriented mindset.
• Ability to work in a fast-paced environment and maintain a positive attitude.