Front Office Manager
The Front Office Manager is responsible for overseeing all front desk operations and ensuring exceptional guest service from arrival to departure. This role leads the front office team, maintains operational efficiency, and ensures compliance with hotel standards and policies.
Key Responsibilities:
- Supervise daily front desk operations, including check-in/check-out, reservations, and guest services
- Lead, train, and mentor front office staff to deliver a high level of guest satisfaction
- Create and manage staff schedules to ensure proper coverage based on occupancy and business demand
- Handle guest concerns and escalations promptly and professionally
- Review daily, weekly, and monthly reports (occupancy, revenue, audit, and guest feedback) and take appropriate action
- Monitor and manage front office inventory, including key cards, office supplies, and guest amenities
- Ensure accuracy of reservations, billing, and payment processing in accordance with hotel policies
- Coordinate with housekeeping, maintenance, and other departments to ensure seamless operations
- Maintain compliance with brand standards, safety regulations, and company policies
- Assist with budgeting, forecasting, and cost control for the front office department
- Support recruitment, onboarding, and performance management of front office team members
Qualifications:
- Previous hotel front desk or supervisory experience required; management experience preferred
- Strong leadership, communication, and problem-solving skills
- Ability to multitask in a fast-paced environment
- Proficiency in property management systems, Opera, is a plus and Microsoft Office
- Flexible schedule, including nights, weekends, and holidays
Key Competencies:
- Guest-focused mindset
- Attention to detail and organizational skills
- Team leadership and development
- Decision-making and accountability