Job Summary
The Front Office Manager is responsible for overseeing all front desk operations and ensuring guests receive exceptional service from arrival to departure. This role manages the front office team, coordinates guest services, assists with the night restaurant service and handles reservations and room assignments, while maintaining a smooth daily hotel operations.
Key Responsibilities
- Supervise guest service agents, restaurant staff, and night auditors.
- Ensure excellent guest service by welcoming guests, resolving complaints, and addressing special requests promptly and professionally.
- Manage daily front desk operations, including check-in, check-out, room assignments, and billing procedures.
- Monitor reservations and room availability to maximize occupancy and revenue.
- Train, schedule, and support team members to maintain service standards and efficient operations.
- Coordinate with housekeeping, maintenance, and other departments to ensure rooms are ready and guest needs are met.
- Handle escalated guest issues and make decisions to improve guest satisfaction.
- Maintain accurate records and reports, including occupancy, revenue, and guest feedback.
- Ensure compliance with hotel policies, safety procedures, and service standards.
- Assist with budgeting, forecasting, and performance management for the front office department.
Qualifications
- Previous experience in hotel front office operations or hospitality management.
- Strong leadership, communication, and customer service skills.
- Ability to manage multiple tasks in a fast-paced environment.
- Familiarity with property management systems (PEP) and Brand is preferred but not required.
- Problem-solving skills and the ability to remain calm under pressure.
- Flexible schedule, including weekends, holidays, and evening shifts as needed.
Pay: $17.00 - $20.00 per hour
Benefits:
Work Location: In person
