Front Office Manager

Description

Key Responsibilities:

1. Front Desk Management:
Supervise and train front desk staff, including receptionists and concierge.
Ensure that front desk operations run smoothly, including check-in, check-out, and guest inquiries.
Maintain a professional and welcoming atmosphere at the front desk.

2. Guest Services:
Handle escalated guest issues and complaints, striving to resolve them promptly and satisfactorily.
Monitor guest feedback and reviews to identify areas for improvement.
Coordinate special guest requests and services, such as transportation, tours, or restaurant reservations.

3. Reservations and Room Assignment:
Oversee the reservation process, ensuring accuracy and efficiency.
Manage room inventory and assign rooms based on guest preferences and availability.
Implement revenue management strategies to optimize room revenue.

4. Online Travel Agency Room Booking Management:
Oversee OTA room reservations, ensuring accuracy and availability.
Maintain a strong online presence by managing OTA listings, rates, and availability.
Monitor and respond to OTA guest reviews and inquiries.
Implement strategies to optimize revenue and occupancy through OTA channels.

5. Financial Management:
Prepare and manage the front office budget, monitoring expenses and revenue.
Ensure accuracy in billing and payment collection processes.
Implement cost-saving measures where applicable.

6. Staff Training and Development:
Conduct regular training sessions to enhance the skills and knowledge of front office staff.
Set performance goals and provide feedback to team members.
Handle staffing needs, including scheduling and recruitment.

7. Security and Safety:
Ensure the safety and security of guests and employees by implementing and enforcing hotel policies and procedures.
Coordinate emergency procedures and train staff accordingly.

8. Technology and Systems:
Familiarity with hotel management software for reservations, check-ins, and check-outs.
Ensure that all front office equipment and systems are well-maintained and operational.

9. Communication and Reporting:
Maintain effective communication with other hotel departments, including housekeeping, maintenance, and food and beverage.
Prepare reports on front office performance, occupancy rates, and revenue.

10. Guest Relations:
Foster positive relationships with regular and VIP guests.
Implement loyalty programs and incentives to encourage repeat business.

11. Compliance:
Ensure compliance with all relevant laws and regulations, including hotel licensing requirements.