Full job description

Key Responsibilities

• Supervise daily front office operations, including reception, reservations, concierge, and guest services.
• Ensure high-quality guest experiences by addressing complaints, handling special requests, and resolving issues quickly.
• Train, coach, and motivate the front office team to deliver excellent customer service.
• Coordinate with housekeeping, maintenance, F&B, and other departments to ensure seamless guest experiences.
• Monitor room availability, reservations, and rates in coordination with the reservations and revenue team.
• Prepare and analyze occupancy reports, guest feedback, and operational KPIs for management.
• Manage staffing schedules to meet operational needs, ensuring flexibility during peak and low seasons.
• Ensure compliance with hotel policies, safety procedures, and quality standards.
• Handle VIP guests, special events, and last-minute operational changes with professionalism and adaptability.
• Lead by example in maintaining a positive work environment and fostering teamwork across departments.

Key Requirements

• Bachelor’s degree in Hospitality Management or related field (preferred).
• Minimum 3–5 years of front office or guest services experience, with at least 2 years in a supervisory role.
• Strong communication and leadership skills to manage a multicultural team.
• Proven ability to remain flexible, adaptable, and calm in fast-paced and high-pressure situations.
• Good knowledge of PMS (Property Management Systems), preferably Opera or similar.
• Excellent problem-solving skills and a proactive approach to operational challenges.
• Fluency in English; additional languages are an advantage.

Key Attributes

• Flexible & Adaptive: Quickly adjusts to changes, handles unexpected situations, and works well under pressure.
• Guest-Oriented Mindset: Always prioritizes guest satisfaction without compromising operational efficiency.
• Hands-On Leadership: Leads by example, works alongside the team when needed.
• Strong Decision-Making: Confidently makes quick, informed decisions to resolve issues.