Front Office Manager

The Front Office Manager will oversee all front office operations, ensuring an exceptional guest experience that reflects the standards of a refined city hotel. This individual will lead a team of professionals to deliver seamless check-ins, check-outs, and concierge services while maximizing room revenue and guest satisfaction.

Key Responsibilities:

1. Operational Management:

Oversee daily front desk, concierge, guest services, and reservations operations.

Ensure smooth check-in and check-out processes while maintaining a high level of guest satisfaction.

Implement and monitor procedures to maximize operational efficiency and guest satisfaction.

Monitor room availability and ensure accurate forecasting in coordination with Revenue and Reservations teams.

2. Team Leadership:

Recruit, train, and supervise the front office team, ensuring they embody the hotel's brand standards and values.

Conduct regular performance evaluations and provide constructive feedback to team members.

Foster a positive work environment, encouraging teamwork and professional development.

3. Guest Experience:

Act as a point of contact for VIPs, resolving guest issues promptly and professionally.

Collaborate with other departments to ensure guest needs are met and any special requests are handled effectively.

Monitor and respond to guest feedback on various platforms to maintain a strong reputation.

4. Revenue and Financial Management:

Work closely with the Revenue and Sales teams to optimize room rates and upselling opportunities.

Control departmental expenses and prepare the front office budget.

Monitor and reconcile the daily financial transactions managed by the front office.

5. Compliance and Standards:

Ensure compliance with health, safety, and security policies, as well as local regulations.

Uphold the highest standards of cleanliness, service, and hospitality.

Regularly review and update front office procedures to align with industry best practices.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Opportunities for professional growth and career advancement within the company.

• Bachelor's degree in Hospitality Management or a related field preferred.
• Minimum of 5 years of progressive front office experience, including at least 2 years in a leadership role at a refined Hotel.
• Exceptional leadership, communication, and organizational skills.
• Strong knowledge of property management systems (PMS) and front office technology.
• Proficiency in Microsoft Office Suite and reporting tools.
• Ability to work under pressure and handle challenging situations with professionalism.
• Fluency in English is required; additional languages are an advantage.

• Guest Focus: A passion for delivering outstanding guest experiences.
• Leadership: Inspires and motivates the team to achieve excellence.
• Problem-Solving: Proactively identifies and resolves operational challenges.
• Detail-Oriented: Ensures accuracy in operations and financial reporting.
• Adaptability: Thrives in a dynamic, fast-paced environment.