Front Office Manager
Pre-Opening Preparation & Setup:
- Collaborate with the pre-opening team to establish front office policies, procedures, and operational standards.
- Assist in the recruitment, selection, and training of front desk colleagues, ensuring a knowledgeable and service-oriented team for the hotel's opening.
- Oversee the setup and organisation of the front office department, including the implementation of efficient check-in/check-out procedures, reservation systems, and guest service protocols.
- Develop and implement systems for managing guest information, room assignments, and billing processes.
Operational Management:
- Supervise day-to-day front office operations, including guest registration, room assignments, and cashiering functions.
- Monitor room availability and manage room inventory to maximize occupancy and revenue.
- Ensure compliance with hotel policies, procedures, and brand standards, maintaining a high level of service excellence at all times.
Guest Relations:
- Serve as the primary point of contact for guest inquiries, requests, and concerns, providing personalised and attentive service.
- Handle guest complaints and resolve issues promptly and professionally, striving to exceed guest expectations and ensure satisfaction.
Team Leadership and Training:
- Lead, motivate, and mentor the front desk team, fostering a culture of teamwork, excellence, and continuous improvement.
- Conduct regular training sessions and performance evaluations to enhance staff skills and service delivery.
Financial Management:
- Monitor front office revenue and expenses, implementing strategies to optimize revenue and control costs.
- Prepare and analyze front office reports, including occupancy forecasts, revenue projections, and guest satisfaction scores.
Qualifications:
- Proven experience as a Front Office Manager or similar role, preferably with pre-opening experience.
- Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
- Excellent communication and interpersonal skills, with the ability to interact confidently with guests and colleagues.
- In-depth knowledge of hotel reservation systems, property management systems (PMS), and front office operations.
- Exceptional organisational and problem-solving abilities, with attention to detail.
- Familiarity with hotel industry trends, market dynamics, and guest preferences.