Job Description
- To ensure the hotel is operating efficiently and according to the Hotel procedures and policies.
- To direct, supervise and monitor operations of various sub departments of Front Office to ensure that the financial and operational standards are achieved.
- Handle guest complaints with patience and tact, refer to senior management if situations require and make sure that all guest complaints are brought to the attention of the Front Office Manager.
- Maximize hotel occupancy, average rate and stimulate internal promotion of our F&B facilities.
- Ensure hotel policies and procedures are adhered to at all time. Standard of personal appearance, hygiene, uniform and name tag as outlined.
- To ensure that Local Ordinances with respect to Front Office and other operations of the hotel are adhered to.
- Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
- Carries out research and update technology available and makes recommendations to the management for the improvement of facilities and services
- Implements operational policies and procedures as necessary with approval of General Manager
Overseeing the daily Front Office operations with a focus on guest satisfaction and team support
- Develop and implement strategies to improve operational efficiency and guest experience
- Train, mentor, and motivate front office staff to maintain a high-performing team
- Oversee guest check-in and check-out processes, ensuring smooth and efficient operations
- Handle guest complaints and concerns promptly and professionally
- Manage department budgets and financial performance
- Collaborate with other departments to ensure seamless guest experiences
- Implement and maintain standard operating procedures for the front office
- Stay updated on industry trends and implement innovative practices to enhance guest services
- Ensure compliance with all safety and security protocols
- Generate and analyze reports on key performance indicators
Qualifications
- Minimum of 3 years of relevant experience in the hotel industry
- Possess a strong background in Front Office procedures and Opera PMS
- Strong working knowledge of Microsoft Outlook and Microsoft Office
- Experience supervising, training and motivating team members
- oven ability to manage budgets and drive performance metrics.
- Fluent in English; knowledge of a second language is a plus
Proven ability to mentor and inspire teams with excellent interpersonal, communication, and stakeholder management skills.