Front Office Manager

Roles and responsibilities

We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As an Assistant Director of Front Office you are responsible for assisting the Director of Rooms in leading and managing all sections of the Front Office Department in order to ensure the highest standards of service, whereby your role will include key responsibilities such as-

• Monitor Front Office employees to ensure guests receive prompt, warm attention and personal recognition
• Inform other operating departments, notably Housekeeping, of all Front Office matters that concerns them
• Establish and maintain effective employee relations
• Assist the Director of Front Office / Front Office Manager in employee related matters such as appraising and consulting
• Assist in the preparation of statistical, performance and forecast reports as necessary in order
  

to facilitate annual budget and strategic plan preparation and provide management with marketing information

• Assist in monitoring and controlling, on an on-going basis, department costs to ensure performance against budget
  

Skills

Education, Qualifications & Experiences

You should ideally have a degree in the hospitality field with at least three years previous experiences in the Front Office Department within a hotel environment. You must also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively. You must have knowledge of up selling and maximizing revenues techniques, computer literacy and knowledge of Opera will be highly regarded.

Knowledge & Competencies

The ideal candidate will be a positive and proactive individual with an outgoing, charismatic and approachable character, combined with a high aptitude for customer care, strong leadership skills and the capability to motivate and guide others. You have the ability to develop and build relationships easily, while possessing following additional competencies-

Understanding the Business

Influencing Outcomes

Planning for Business

Team Building

Valuing Diversity

Leading People

Desired candidate profile

Key Responsibilities

1. Supervising Front Office Operations:

   • Overseeing front desk activities, including check-in/check-out, guest inquiries, and room assignments.
   • Managing the operations of reservations, concierge, bell desk, and guest relations to ensure seamless service.

2. Team Leadership & Staff Development:

   • Leading, motivating, and training front office staff to ensure excellent customer service.
   • Conducting performance reviews, providing feedback, and addressing staff development needs.
   • Ensuring team members adhere to company policies and maintain high standards of professionalism and customer service.

3. Guest Relations:

   • Ensuring guest satisfaction by addressing guest concerns, complaints, and special requests promptly.
   • Handling VIP guests and ensuring they receive personalized service.
   • Ensuring high standards of guest experience and implementing strategies to enhance guest retention.

4. Operational Efficiency:

   • Monitoring the daily operations of the front office to ensure smooth functioning and the highest level of efficiency.
   • Ensuring that the front office department complies with hotel policies, standards, and procedures.
   • Assisting with forecasting, budgeting, and cost control for the front office department.

5. Collaboration with Other Departments:

   • Coordinating with other hotel departments (e.g., housekeeping, sales, maintenance) to ensure guest needs are met and issues are resolved promptly.
   • Ensuring that guest requests are communicated effectively to other departments to maintain operational flow.

6. Reservations and Revenue Management:

   • Assisting with the management of room inventory, ensuring optimal room occupancy and revenue.
   • Coordinating with the revenue management team to implement pricing strategies and promotions.
   • Monitoring reservation systems and ensuring proper handling of bookings and cancellations.

7. Crisis Management & Problem Resolution:

   • Handling emergency situations or complaints, such as overbookings or service failures.
   • Maintaining calm and professionalism in stressful situations and resolving issues effectively to maintain guest satisfaction.

8. Reports and Administration:

   • Preparing and analyzing daily, weekly, and monthly reports on front office operations, guest feedback, and financial performance.
   • Managing and maintaining accurate guest records and transaction details.
   • Ensuring compliance with legal and safety standards, including guest privacy and data protection.