Front Office Manager

Description

Job Summary: We are seeking a Front Office leader to guide the team, manage operations, and ensure an exceptional guest experience in a hotel environment. Key Responsibilities: 1. Lead and develop the Front Office team. 2. Ensure superior guest experience and complaint management. 3. Implement operational and quality policies in the hotel. DESCRIPTION ### **ESSENTIAL FUNCTIONS** * Provide guidance and direction to the Front Office team, including establishing performance standards, staff development, performance monitoring, etc. * Responsible for preparing the departmental cost budget. * Lead departmental meetings and consistently communicate a clear, coherent message regarding Front Office objectives to achieve desired results. * Assume a leadership role representing the company positively to guests, consistently reinforcing a customer-oriented approach in hotel operations. * Maintain, implement, and comply with standard policies, systems, and procedures related to hotel operations, including health and safety systems, quality standards, and contingency plans. * Assist in training new employees, orienting them, and supervising their performance. * Ensure Front Office coverage is maintained at all times, in accordance with hotel occupancy. * Possess full awareness of the hotel’s daily operational status. * Guarantee prompt, efficient, and courteous guest reception. * Ensure the highest level of guest experience and adhere to welcome and departure standards. * Manage, resolve, and record complaints. * Stay informed about daily activities, events, VIP arrivals, and group bookings. Actively promote the guest loyalty program among both customers and employees, ensuring all benefits are promoted and understood, and annual enrollment targets are achieved. * REQUIREMENTS **REQUIREMENTS** * Degree in Tourism Management or Hotel Management * Minimum 2 years of experience in the hospitality industry in a supervisory position. * Prior Front Office experience in 5-star luxury hotels is preferred. * Extensive knowledge of Opera (hotel management system) and familiarity with Internet/MS Office applications and related IT technology, preferably.