Job Description

Roles & Responsibilities

Key Responsibilities:

• Guest Services and Relations:
  
  • Oversee the entire guest experience, from check-in to check-out.
  • Address and resolve guest complaints, special requests, and issues in a timely and professional manner.
  • Ensure all front desk staff are providing exceptional customer service.
  • Coordinate VIP arrivals and special requests with other departments like housekeeping and food & beverage.
• Team Management and Leadership:
  
  • Assist in hiring, training, and scheduling front desk staff, including front desk agents, concierges, and bell staff.
  • Provide coaching, guidance, and performance feedback to the team.
  • Conduct team briefings and meetings to communicate daily goals and important information.
  • Foster a positive and collaborative work environment.
• Operational Oversight:
  
  • Supervise daily front office activities, including guest registration, room assignments, and billing.
  • Monitor room inventory and work with the revenue management team to optimize occupancy and average daily rate (ADR).
  • Ensure compliance with all hotel policies, procedures, and quality standards.
  • Oversee the ordering and maintenance of front office supplies and equipment.
  • Review daily reports and ensure accuracy in records and financial transactions.
• Administrative and Financial Duties:
  
  • Assist with budget preparation and management for the front office department.
  • Handle cash and payment transactions, and ensure proper balancing of floats.
  • Perform administrative tasks as assigned by the Front Office Manager.
  • Help maintain accurate records and files.
• Safety and Security:
  
  • Ensure all staff adhere to hotel security and safety procedures, including key control and emergency response protocols.
  • Act as a point of contact for guests and staff during emergencies.

Desired Candidate Profile

Education and Experience:

• Often requires a minimum of an associate s degree in hospitality, hotel management, or a related field.
• Typically requires two or more years of front office supervisory experience in a hotel setting.

Core Competencies:

• Exceptional leadership and team management skills.
• Strong written and verbal communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Detail-oriented and highly organized.
• Proficient in hotel management software (e.g., Opera) and Microsoft Office Suite.
• Ability to work in a fast-paced environment and handle multiple tasks.
• A professional demeanor and a strong commitment to providing outstanding customer service.