SUMMARY:

The Front Office Manager is responsible for overseeing the daily operations of the front desk, ensuring smooth and efficient check-in/check-out processes, and providing exceptional customer service to guests. This role involves managing front desk staff, concierge, valet, bell staff and PBX operators, coordinating guest requests, and maintaining a welcoming and professional atmosphere. The Front Office Manager will also work closely with other departments to ensure guest satisfaction and address any concerns promptly.

RESPONSIBILITIES:

• Manage daily operations at the front desk, ensuring high standards of guest service and satisfaction.
• Supervise, train, and evaluate front desk staff, concierge, bell staff and PBX operators ensuring adherence to hotel policies and procedures.
• Coordinate check-in/check-out processes, ensuring accuracy in guest billing and reservations.
• Resolve guest complaints and concerns promptly and professionally, maintaining a positive guest experience.
• Monitor and maintain the front desk’s inventory of supplies, ensuring adequate stock levels.
• Handle special guest requests and ensure they are fulfilled in a timely manner.
• Work closely with housekeeping, maintenance, and other departments to ensure guest satisfaction.
• Oversee the scheduling of front office shifts to always ensure adequate coverage.
• Maintain and update guest records, ensuring confidentiality and compliance with data protection laws.
• Conduct regular front desk audits, reporting any discrepancies or issues to the Director of Front Desk.
• Assist with the development and implementation of front desk training programs.
• Ensure proper security protocols are followed at the front desk, including guest verification and access control.
• Support marketing and sales efforts by assisting with guest loyalty programs and promotional activities.
• Prepare reports on front desk performance, guest feedback, and other relevant metrics.
• This position will also work as a Lobby Greeter creating a positive and welcoming environment while ensuring smooth operations in the lobby and valet area. You will be responsible for greeting visitors, assisting with directions, and providing top-tier customer service.

QUALIFICATIONS:

• Proven experience in hotel front desk or customer service roles, with at least 3 years in a supervisory capacity.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Ability to remain calm and composed in high-pressure situations.
• Knowledge of front office operations, including reservations, guest services, and billing.
• Proficiency with hotel management software (e.g., Opera, Fidelio, etc.) and Microsoft Office.
• Strong organizational skills with the ability to multitask and prioritize.
• Flexible schedule availability, including evenings, weekends, and holidays.