Front Office Manager

As a key member of our Hotel Management Team, the Front Office Manager will ensure that guests receive a heart-warming welcome. The Front Office Manager must have a pleasant personality with a dynamic professional attitude to supervise and lead our team whilst maintaining a solid customer service approach in order to resolve complaints efficiently.

Responsibilities:

• Assign tasks to the Front desk team and ensure that the front desk is manned at all times
• Conduct regular meetings with front office personnel
• Ensure front desk is kept well organized
• Ensure company’s policies and security requirements are met
• Ensure that front office employees are informed of any sales and marketing initiatives
• Ensure that front office employees use up-selling and suggestive techniques to increase room and F&B sales
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner
• Ensure that employees are always attentive, friendly, helpful and courteous to all guests, managers and other employees
• Handle complaints and specific guest requests in a timely and efficient manner
• Have a sense of ownership and pride in your performance and its impact on the company’s success
• Monitor all V.I.P guests and their requests
• Prepare revenue and occupancy forecasting
• Prepare performance reports related to front office
• Perform other duties as requested by management
• Review Front office log book and Guest feedback forms on a daily basis
• Schedule shifts according to occupancy levels
• Train, supervise and support front desk staff

Qualifications & Assets:

• Have three years previous experience as a front office manager
• Be proficient in English and at least another language (oral and written)
• Excellent leadership, team building, and management skills
• Good organizational and multitasking abilities
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
• Possess problem-solving skills
• Thorough knowledge of customer service, office management and basic bookkeeping procedures