The Front Office Manager is responsible for overseeing the front desk operations, ensuring exceptional guest service, managing staff, and maintaining smooth check-in/check-out processes. They serve as the face of the hotel, ensuring guest satisfaction and operational efficiency.
Key Responsibilities:
Supervise and coordinate front desk activities, including reservations, check-ins, and check-outs
Lead, train, and motivate front office staff to deliver outstanding guest service
Handle guest inquiries, complaints, and feedback professionally and efficiently
Ensure adherence to hotel policies, standards, and procedures
Manage reservations and room assignments to maximize occupancy
Oversee billing and payment processes
Maintain accurate records of guest information and transactions
Collaborate with other departments to ensure seamless operations
Monitor and report on front office performance metrics
Ensure compliance with safety and security protocols
Qualifications:
Bachelor's degree in Hospitality Management, Business Administration, or related field preferred
Proven experience in front office or guest service roles
Strong leadership and communication skills
Proficiency in hotel management software (e.g., PMS systems)
Excellent customer service skills
Ability to handle stressful situations professionally
Knowledge of hospitality industry standards and regulations