Front Office Manager

Main Duties

-  Train, cross-train, and retrain all front office personnel to ensure they are knowledgeable, skilled, and capable of delivering exceptional service

-  Prepare staff schedules, monitor attendance, and manage staffing levels to meet operational needs

-  Participate in the recruitment, selection, and onboarding of front office personnel

-  Evaluate and review the performance of front office staff, providing coaching, feedback, and counseling to ensure professional growth and high-quality service

-  Maintain effective working relationships and open communication with all hotel departments to ensure seamless coordination and guest satisfaction

- Oversee master key control, ensuring security and compliance with hotel policies

-  Verify that accurate room status information is maintained and properly communicated to all relevant departments, including Housekeeping and Reservations

-  Uphold the hotel’s standards of hospitality and ensure the implementation of all hotel policies, procedures, and house rules

-  Ensure that all front office employees are attentive, friendly, helpful, and courteous to guests, managers, and colleagues at all times

-  Monitor and manage special requests from VIPs, repeat guests, and other priority guests to ensure personalized service

-  Review daily front office work, activity reports, and operational logs to identify areas for improvement and maintain operational efficiency

-  Monitor guest feedback forms, online reviews, and comments, taking proactive steps to resolve issues and enhance guest satisfaction

- Collaborate with other department heads to plan, coordinate, and execute initiatives that enhance guest experiences and promote positive reviews

-  Lead and motivate the front office team to achieve departmental goals, including occupancy targets, service quality benchmarks, and revenue objectives

-  Maintain a visible presence on the floor to ensure guest needs are promptly addressed and to provide guidance to staff

Requirements

-  Minimum 4 years of experience in a Head of Department position.

-  Proven working experience in resort hotels is required.

-  Strong creative and flexible thinking skills with the ability to adapt to changing situations.

-  Excellent people management and leadership abilities.