Front Office Manager

Temps plein

Position Summary: 

The Hotel Front Office Manager is responsible for overseeing all aspects of front desk operations at a hotel. This role involves managing guest services, supervising front desk staff, and ensuring a seamless check-in/check-out experience for guests. The manager also acts as the point of contact for guest complaints and inquiries, ensures efficient room allocation, and collaborates with other hotel departments to maintain high levels of customer satisfaction.

Essential Functions/Major Responsibilities:  

1. Guest Services Management:

Ensure smooth check-in and check-out processes.

Handle guest complaints or concerns professionally and efficiently.

Provide information about the hotel, its services, and local attractions.

Ensure guest requests (e.g., room service, wake-up calls) are promptly fulfilled.

Maintain a high level of guest satisfaction and ensure repeat business.

1. Staff Supervision:

Manage, train, and supervise front desk staff.

Schedule shifts and ensure adequate staffing levels to handle peak periods.

Conduct performance evaluations and provide coaching and feedback.

1. Operational Management:

Ensure the front desk is well-stocked with necessary supplies.

Oversee room reservations, cancellations, and room assignments to maximize occupancy.

Maintain accurate guest billing, ensuring all charges are correctly applied and processed.

Collaborate with housekeeping and maintenance teams to ensure rooms are ready for guests.

1. Financial Duties:

Handle cash and payment transactions, including credit card processing.

Ensure adherence to hotel pricing strategies and rates.

Oversee the daily revenue report and ensure all financial transactions are recorded.

1. Problem Solving and Conflict Resolution:

Address guest complaints and resolve issues in a timely and effective manner.

Manage emergencies and ensure guest safety during critical situations.

1. Collaboration:

Work closely with sales, marketing, and event management teams to support promotions and bookings.

Liaise with other departments (housekeeping & maintenance) to ensure seamless operations.

Qualifications:

Education: High School or GED – bachelor’s degree in hospitality preferred

Experience: A minimum of 2 years of experience as a front desk manager or similar.

Skills/Technical Requirements: 

• Basic accounting skills.
• Great interpersonal and communication skills.
• Good understanding of procedures and practices in the hospitality industry.
• Must be detail-oriented with excellent analytical problem-solving skills.
• Good management skills.
• Good leadership and training abilities.
• The ability to provide exceptional customer service.
• Great computer skills and the ability to learn new skills quickly.
• A professional appearance.

Work Environment/Physical Demands:  

• Office/Cubical
• Ability to sit and stand for extended periods of time
• Requires performance of repetitive tasks
• May occasionally lift objects over 25 pounds
• Specific vision abilities, close vision, distance vision and ability to adjust focus.

Work Location: In person

Job Type: Exempt