Front Office Manager
3 weeks ago
Key Responsibilities:
Guest Service Management:
Supervise and manage the daily activities of the front desk team, ensuring efficient check-in/check-out processes and exceptional guest service.
Ensure the front desk is fully staffed during peak hours and that team members are trained to handle guest requests, inquiries, and complaints.
Address and resolve guest concerns or complaints promptly, professionally, and in alignment with the resort's customer service standards.
Monitor guest satisfaction levels, ensuring all feedback (positive and negative) is properly addressed and followed up on.
Coordinate with other departments to ensure guest requests (such as room service, special accommodations, etc.) are fulfilled.
Team Leadership:
Hire, train, and mentor front office staff, ensuring they provide friendly, knowledgeable, and efficient service.
Conduct regular performance reviews and offer coaching and development opportunities to improve service standards and operational efficiency.
Lead by example to promote a positive and collaborative work environment, emphasizing teamwork and excellent customer service.
Operational Excellence:
Oversee daily front desk operations, including guest registration, check-in/check-out, billing, and room assignment.
Ensure proper cash handling, guest billing procedures, and end-of-day reconciliations are completed accurately.
Maintain and monitor reservations, ensuring that all rooms are allocated appropriately and that any overbooking situations are managed effectively.
Monitor and manage the availability of rooms in coordination with the housekeeping and reservations departments.
Ensure compliance with all resort policies, procedures, and safety standards.
Administrative Tasks:
Maintain accurate and up-to-date records of guest interactions, payments, and feedback.
Ensure the front desk is organized and well-stocked with necessary supplies and equipment.
Perform regular audits to ensure billing and payment accuracy and resolve any discrepancies in a timely manner.
Collaboration with Other Departments:
Work closely with the housekeeping, reservations, and maintenance teams to ensure smooth communication and seamless service delivery to guests.
Assist the sales and marketing team with promotions, special requests, or VIP guest accommodations.
Skills & Qualifications:
Bachelor’s degree in Hospitality Management, Business Administration, or a related field (or equivalent experience).
At least 3-5 years of experience in a front office or guest services role, with at least 2 years in managerial position, preferably in a resort or hotel.
Exceptional customer service skills with a proven ability to handle difficult situations and resolve guest complaints effectively.
Strong leadership and team management skills, with the ability to motivate and develop staff.
Excellent communication skills, both verbal and written, with the ability to interact with guests and team members from diverse backgrounds.
High level of attention to detail and organizational skills.
Proficiency in hotel management software like Opera and Microsoft Office Suite (Word, Excel, PowerPoint).
Ability to work under pressure and in a fast-paced environment, while maintaining a calm and professional demeanor.
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