Front Office Manager

Job Summary:

The Front Office Manager will be responsible for overseeing the daily operations of the front desk, concierge, guest services, and other guest-facing departments. He/she will ensure that guests have a seamless and exceptional experience from check-in to check-out. The role involves managing a team of front office staff, ensuring operational efficiency, handling guest inquiries and concerns, and coordinating with other departments to meet the needs of guests.

Key Responsibilities:

1. Guest Services Management:

• Supervise the front desk team, concierge, and other guest service staff, ensuring high standards of service are maintained.
• Ensure smooth check-in and check-out processes for guests, providing a welcoming and professional experience.
• Handle guest inquiries, concerns, and complaints efficiently, ensuring guest satisfaction.
• Anticipate guest needs and personalize services to enhance the guest experience.
• Provide information about resort services, amenities, local attractions, and events to guests.

2. Operational Leadership:

• Manage front office operations including reservations, guest check-in/check-out, concierge, and guest services.
• Oversee the coordination between front office and housekeeping, maintenance, food & beverage, and other departments to ensure that guest requests are handled promptly.
• Monitor room availability, occupancy levels, and room assignments to ensure effective utilization of resort resources.
• Ensure that front office systems, such as property management systems (PMS), are functioning properly and that staff is well-trained in their use.

3. Team Supervision & Development:

• Supervise, train, and motivate front office staff, ensuring a positive and professional work environment.
• Develop work schedules, allocate tasks, and ensure proper staffing levels at all times.
• Conduct regular staff performance reviews, providing feedback, coaching, and development opportunities.
• Foster teamwork and collaboration among front office staff and other departments.

4. Guest Satisfaction and Problem Resolution:

• Handle VIP guests and special requests with the utmost attention to detail and care.
• Resolve guest complaints or issues promptly, ensuring they are satisfied with the resolution.
• Monitor guest feedback (both formal and informal) and work to continuously improve service levels.

5. Financial and Administrative Duties:

• Ensure accurate guest billing and payment processing, including monitoring of room rates, special requests, and additional charges.
• Review and manage daily, weekly, and monthly front office financial reports, including occupancy, revenue, and guest feedback.
• Monitor and control front office expenses to meet budgetary targets.
• Assist with the implementation of sales and marketing strategies to promote the resort and its amenities.

6. Safety & Security:

• Ensure that safety and security protocols are followed by front office staff and that guests are well-informed about resort safety measures.
• Ensure compliance with resort policies, local regulations, and health and safety standards.
• Monitor lost and found items and ensure they are logged, stored, and returned according to resort policies.

7. Event and Group Coordination:

• Work closely with the event planning and sales teams to manage group bookings, conferences, or special events.
• Coordinate guest check-ins/check-outs for large groups or events, ensuring smooth operations.

8. Communication and Collaboration:

• Maintain effective communication with all departments to ensure that guest needs are met and to avoid operational disruptions.
• Communicate guest preferences, special requests, and any relevant details to appropriate departments (e.g., housekeeping, food & beverage).

9. Continuous Improvement:

• Stay up to date with hospitality trends, resort industry changes, and technology advancements to ensure that the resort offers modern and efficient guest services.
• Implement best practices in front office operations to continually enhance service quality and efficiency.

Qualifications and Skills:

• Proven Experience: 3 years experience in a front office or guest services role in a resort, hotel, or similar hospitality environment. Experience in a managerial or supervisory role is highly preferred.
• Leadership Skills: Strong leadership abilities, with experience managing and motivating a team in a fast-paced environment.
• Customer Service Excellence: Strong focus on providing exceptional guest service and resolving issues to enhance the guest experience.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally with guests and team members.
• Problem-Solving Ability: Strong problem-solving skills, with the ability to handle guest complaints and resolve issues efficiently.
• Attention to Detail: Exceptional attention to detail, particularly when it comes to guest preferences, billing accuracy, and operational procedures.
• Multitasking Ability: Ability to manage multiple tasks simultaneously while maintaining focus on service quality.
• Technical Proficiency: Experience with property management systems (PMS), reservation systems, and Microsoft Office Suite. Familiarity with other hotel management software is a plus.
• Language Skills: Knowledge of additional languages can be beneficial, especially in international resort settings.

Education:

A high school diploma or equivalent is required; a degree in hospitality management, business, or a related field is preferred.

How to Apply:

All applications will be received and Reviewed through BrighterMonday Portal by Clicking on the 'Apply Here' section