Front Office Manager

3 weeks ago

Albay Philippines MISIBIS BAY RESORT Full time

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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