Manager-Front Office

Key ResponsibilitiesGuest Service Management:Ensure high standards of guest service and satisfaction by supervising front office operations and staff interactions with guests. Handle guest complaints and concerns promptly and professionally, aiming to resolve issues effectively and maintain guest loyalty. Act as a point of contact for VIP guests and ensure personalized and attentive service.Team Leadership And SupervisionManage, train, and develop the front office team, including receptionists, concierges, and bell staff, to maintain excellent customer service standards. Create staff schedules to ensure the front desk is adequately staffed during peak and off-peak hours. Conduct performance evaluations and provide feedback and training as needed to enhance team skills and performance.Operational OversightOversee daily operations of the front office, including check-in and check-out procedures, room assignments, and room availability management. Coordinate with housekeeping and maintenance departments to ensure rooms are prepared according to guest expectations and promptly address any maintenance issues. Monitor and manage room inventory, availability, and rates to maximize revenue and occupancy.Administrative DutiesManage the front office department budget and control expenses while maintaining high service standards. Prepare reports related to front office operations, such as occupancy rates, revenue reports, guest feedback, and other performance metrics. Ensure accurate billing, payment processing, and data entry for all guest transactions.Training And DevelopmentDevelop and implement training programs to ensure all front office staff are well-versed in hotel policies, guest service protocols, and safety procedures. Regularly conduct team meetings to review performance, share updates, and reinforce service standards. Foster a culture of continuous improvement and professional development within the front office team.Guest Experience EnhancementMonitor guest feedback and online reviews, addressing any concerns and implementing strategies to improve guest satisfaction. Ensure that guests are welcomed warmly and efficiently, and that all interactions with the front office team are courteous and professional.Collaboration With Other DepartmentsWork closely with housekeeping, food and beverage, and other departments to coordinate guest requests and ensure smooth operations. Coordinate with the sales and marketing team to provide input on promotions and guest packages.Technology And Systems ManagementOversee the use of hotel management systems. Troubleshoot and escalate any technical issues with the PMS and other hotel-related software. Train staff in the use of new systems and software updates to maintain efficient front office operations.Policy ImplementationEstablish and implement hotel policies for check-in/check-out, reservations, cancellations, and handling special guest requests. Ensure front office procedures align with the hotel's standard operating procedures (SOPs) and are consistently followed.

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