Hotel Front Office Manager

Job Summary

We are seeking a highly motivated and experienced Front Office Manager who is responsible for overseeing the day-to-day operations of the front desk at a hotel. Front Office Manager ensures the efficient guest check-in and check-out processes, handles guest inquiries and requests, and provides exceptional customer service.

Core Job Responsibilities & Duties

• Supervise and assist front desk agents in performing their duties, ensuring smooth operations and efficient guest service
• Cook up guest check-in and check-out processes, ensuring accuracy in registration, payment and room assignment procedures
• Handle guest inquiries, requests, and complaints, resolving issues promptly and to the guest’s satisfaction
• Maintain a guest-centric approach, providing exceptional customer service and ensuring guest satisfaction
• Address guest concerns and complaints professionally, escalating issues as necessary
• Monitor guest feedback and reviews, identifying areas for improvement and implementing appropriate measures
• Train and mentor front desk agents, ensuring they have the necessary skills and knowledge to perform their role effectively
• Provide ongoing coaching and feedback to enhance guest service skills and problem-solving abilities
• Conduct regular performance evaluations and identify opportunities for training and development
• Communicate effectively with other hotel departments to ensure smooth operations and guest satisfaction
• Cook up with housekeeping to ensure timely room readiness and cleanliness standards
• Cook up with the General Manager to implement policies, procedures, and service standards
• Prepare and maintain front desk reports, including occupancy reports, guest arrival and departure lists, and revenue reports
• Aid in managing room inventory and reservations, optimizing room occupancy and revenue
• Handle cash and payment transactions, ensuring accuracy and compliance with hotel procedures
• Cook up with the sales team to identify and pursue opportunities for business growth, including corporate accounts, group bookings, and event bookings
• Support the GM in leading, motivating, and developing a high-performance team
• Foster a positive work environment that promotes teamwork, collaboration, and employee engagement
• Ensure compliance with all applicable laws, regulations, and hotel policies, including health, safety, and security standards
• Implement and monitor quality assurance programs to uphold brand standards and deliver a consistent guest experience
• Aid in leading, motivating, and developing a high-performance team
• Perform any other duties as assigned by Executive team & Ownership

Qualification Standards & Company Requirements

• A high school diploma or equivalent (required); bachelor’s degree in Hospitality Management or a related field (preferred)
• Previous experience in front desk operations or guest services, with some supervisory experience (preferred)
• Excellent customer service and communication skills
• Strong problem-solving skills and ability to handle guest issues effectively
• Proficient in hotel management systems, property management systems, and relevant software
• Detail-oriented with strong organizational and multitasking skills
• Ability to work under pressure and adapt to changing situations
• Proficient in hotel management systems, property management systems, and relevant software
• Proficient in Microsoft Office and hotel & restaurant software(s)
• Must have a flexible work schedule

*Please note that specific job requirements and responsibilities may vary depending on the company’s policies, size, and other factors*