Full job description

Job Overview
We are seeking a dynamic and energetic Front Office Manager to lead our guest services team and ensure an exceptional experience for every visitor. In this pivotal role, you will oversee daily front desk operations, manage guest relations, and coordinate with various departments to maintain a seamless and welcoming environment. Your leadership will drive customer satisfaction, uphold hotel standards, and foster a positive atmosphere that encourages repeat visits and glowing reviews. This position offers an exciting opportunity for a hospitality professional passionate about delivering top-tier service in a vibrant resort or hotel setting.

Responsibilities

• Supervise front desk staff, including training, scheduling, and performance management to ensure high-quality guest interactions
• Oversee check-in and check-out procedures, ensuring accuracy and efficiency while maintaining excellent customer service standards
• Handle guest inquiries, complaints, and special requests with professionalism and promptness to enhance guest satisfaction
• Manage multi-line phone systems and ensure phone etiquette is consistently professional and courteous
• Coordinate night audit activities, balancing accounts and preparing reports to support financial accuracy overnight
• Maintain guest relations by addressing concerns proactively, ensuring a memorable stay for all visitors
• Collaborate with housekeeping, maintenance, and other departments to resolve issues quickly and uphold hotel standards

Skills

• Proven experience in hospitality management or hotel operations with strong knowledge of front desk functions
• Bilingual or multilingual abilities to communicate effectively with diverse guests and team members
• Excellent customer service skills with a friendly, approachable demeanor
• Strong understanding of hotel management systems and guest services technology
• Ability to lead a team confidently while maintaining a positive work environment
• Knowledge of night audit procedures, guest relations strategies, and hospitality best practices
• Exceptional phone etiquette skills for handling inquiries via multi-line phone systems in a professional manner