Front Office Manager

Description

Position Summary: Supervise and lead the Front Office team, ensuring an exceptional guest experience and adherence to operational standards. Key Highlights: 1. Front Office team leadership and staff development 2. Ensuring guest satisfaction and high service standards 3. Participation in training and supervision of new employees DESCRIPTION ### **ESSENTIAL FUNCTIONS** * Provide guidance and direction to the Front Office team, including setting 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 guest-centric 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, guiding them and supervising their performance. * Ensure Front Office coverage at all times, aligned with hotel occupancy. * Maintain 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 guest 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 role. * Prior experience in Front Office operations at luxury 5-star hotels is preferred. * Extensive knowledge of Opera (hotel management system) and familiarity with Internet/MS Office applications and related IT technology, preferably.