Job Summary
We are seeking a dynamic and energetic Front Office Manager to lead our front desk operations and elevate guest experiences. In this pivotal role, you will oversee daily front office activities, ensure seamless guest check-in and check-out processes, and uphold the highest standards of customer service. Your leadership will foster a welcoming environment, coordinate with various hotel departments, and ensure operational excellence across all front desk functions. The ideal candidate is passionate about hospitality management, bilingual or multilingual, and possesses a strong background in hotel management systems and guest relations. This position will be resonsible for 4pm-12am shift.
Duties
- Supervise front desk staff to deliver exceptional guest services with enthusiasm and professionalism.
- Manage reservations using hospitality reservation systems such as OPERA or Property Management Systems (PMS), ensuring accuracy and efficiency.
- Oversee check-in and check-out procedures, including handling guest inquiries via multi-line phone systems and in person.
- Coordinate with housekeeping, maintenance, and security teams to ensure smooth daily operations.
- Handle guest complaints, resolve issues promptly through customer service problem-solving skills, and maintain positive client communication.
- Conduct night audits to reconcile daily transactions, ensuring financial accuracy and reporting compliance.
- Enforce hotel emergency procedures, safety protocols, and phone etiquette standards to guarantee guest safety and satisfaction.
- Maintain detailed records of guest interactions, reservations, and incident reports to support operational transparency.
- Support team development through training on hospitality management practices, customer service excellence, and hotel policies.
Experience
- Proven experience in hospitality management or hotel front office operations with a focus on guest services.
- Bilingual or multilingual abilities are highly desirable to serve diverse clientele effectively.
- Extensive knowledge of hotel management systems such as OPERA or similar property management software (PMS).
- Strong background in customer service, front desk operations, and hotel emergency procedures.
- Experience working with multi-line phone systems, night audit processes, and resort or hotel environments preferred.
- Excellent communication skills with the ability to handle client relations professionally across various channels including phone communication.
- Demonstrated ability to problem-solve customer service issues swiftly while maintaining a positive attitude in fast-paced settings.
Join us to lead our front office team with energy and professionalism! We’re committed to creating an engaging work environment that values your expertise in hospitality management while providing opportunities for growth in a vibrant hotel setting.
Benefits:
- Employee discount
- Paid time off
Work Location: In person
