Hotel Front Office Manager

August 26

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Thind Management

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Hospitality • Management • Hotels • Restaurants • Revenue Management

201 - 500

Description

• Supervise and assist front desk agents in performing their duties, ensuring smooth operations and efficient guest service • Coordinate guest check-in and check-out processes, ensuring accuracy in registration, payment and room assignment procedures • Handle guest inquiries, requests, and complaints, resolving issues promptly and to the guest’s satisfaction • Maintain a guest-centric approach, providing exceptional customer service and ensuring guest satisfaction • Address guest concerns and complaints professionally, escalating issues as necessary • Monitor guest feedback and reviews, identifying areas for improvement and implementing appropriate measures • Train and mentor front desk agents, ensuring they have the necessary skills and knowledge to perform their role effectively • Provide ongoing coaching and feedback to enhance guest service skills and problem-solving abilities • Conduct regular performance evaluations and identify opportunities for training and development • Communicate effectively with other hotel departments to ensure smooth operations and guest satisfaction • Coordinate with housekeeping to ensure timely room readiness and cleanliness standards • Collaborate with the General Manager to implement policies, procedures, and service standards • Prepare and maintain front desk reports, including occupancy reports, guest arrival and departure lists, and revenue reports • Assist in managing room inventory and reservations, optimizing room occupancy and revenue • Handle cash and payment transactions, ensuring accuracy and compliance with hotel procedures • Collaborate with the sales team to identify and pursue opportunities for business growth, including corporate accounts, group bookings, and event bookings • Support the GM in leading, motivating, and developing a high-performance team • Foster a positive work environment that promotes teamwork, collaboration, and employee engagement • Ensure compliance with all applicable laws, regulations, and hotel policies, including health, safety, and security standards • Implement and monitor quality assurance programs to uphold brand standards and deliver a consistent guest experience • Assist GM or hold regular briefings and meetings with all heads of departments – daily huddles, weekly management meetings, etc. • Ensure all decisions are made in the best interest of the hotel and management • Ensure compliance with all local, state, and federal regulations • Perform any other duties as assigned by Executive team & Ownership

Requirements

• High school diploma or equivalent (required) • Bachelor’s degree in Hospitality Management or a related field (preferred) • Previous experience in front desk operations or guest services, with some supervisory experience (preferred) • Excellent customer service and communication skills • Strong problem-solving skills and ability to handle guest issues effectively • Proficient in hotel management systems, property management systems, and relevant software • Detail-oriented with strong organizational and multitasking skills • Ability to work under pressure and adapt to changing situations • Proficient in Microsoft Office and hotel & restaurant software(s) • Must have a flexible work schedule