Front Office Manager

Craft unforgettable guest experiences at Wright Park Hotel We're seeking a dynamic Front Office Manager to lead our team and ensure seamless operations. As the face of our hotel, you'll play a crucial role in creating a welcoming and efficient environment for our guests. This is an opportunity to lead, mentor, and inspire a pioneer team while contributing to a luxury experience that leaves a lasting impression. If you're passionate about hospitality and thrive in a fast-paced setting, apply today.

Duties and Responsibilities:

1. Operations Management:

2. Oversee the efficient operation of the Front Office, including guest registration, room assignments, and check-out procedures

3. Ensure adherence to hotel policies, procedures, and standards to maintain high-quality service and guest satisfaction

4. Monitor and analyze occupancy forecasts and adjust staffing levels and operational procedures accordingly to optimize efficiency

5. Staff Leadership, Training and Development:

6. Supervise front office staff to ensure adherence to policies, procedures, and safety protocols

7. Serve as a role model for corporate values and mission in daily interactions and decision-making

8. Promote a work culture emphasizing hospitality, integrity, teamwork, professionalism, and excellence

9. Coach and motivate front office staff to deliver outstanding guest service

10. Conduct regular performance evaluations and provide constructive feedback

11. Foster a positive work environment and cultivate a culture of continuous learning and improvement

12. Property Management System (PMS) Maximization:

13. Utilize the PMS to its fullest potential to streamline operations and enhance guest experience

14. Regularly review PMS functionalities and coordinate with vendors for upgrades and improvements

15. Ensure accurate data management and reporting through the PMS for efficient decision-making

16. Guest Relations:

17. Ensure personalized and efficient service delivery to exceed guest expectations

18. Handle escalated guest issues and ensure resolutions that maintain guest satisfaction

19. Monitor guest feedback and implement improvements based on insights

20. Coordination and Communication:

21. Collaborate effectively with other departments to optimize overall hotel operations

22. Maintain communication with the PMS vendor to stay updated on system capabilities and enhancements

23. Participate in meetings and provide input on strategic decisions and operational planning

24. Financial Management:

25. Ensure accurate handling of cash transactions and adherence to cash handling procedures

26. Monitor and manage front desk revenue, including room rates, deposits, and incidental charges

27. Prepare and analyze financial reports related to front office operations

28. Implement cost-control measures and monitor expenses to meet budgetary goals

29. Coordinate with accounting department for reconciliation and auditing of financial transactions

30. Safety and Compliance:

31. Uphold hotel safety protocols and emergency procedures to ensure a safe environment for guests and staff

32. Ensure compliance with industry regulations and hotel standards

33. Reporting and Documentation:

34. Prepare and analyze reports on front office performance, occupancy rates, and guest satisfaction metrics

35. Maintain accurate records and documentation related to front office operations and guest interactions

Qualifications:

Bachelor's degree in Hospitality Management or a related field (preferred)

Minimum of 3 years of experience as FO supervisor/manager

Strong leadership, communication, and interpersonal skills

Excellent problem-solving and decision-making abilities

Proficiency in hotel property management systems (PMS) and other relevant technologies

Thorough understanding of hotel operations and guest service best practices

Ability to work a flexible schedule, including evenings, weekends, and holiday.