Guest Service Management:

• Ensure a smooth and efficient check-in/check-out process.
• Address guest concerns, inquiries, and complaints promptly and professionally, striving for the highest level of guest satisfaction.
• Oversee guest interactions and ensure personalized services are provided.

Staff Supervision:

• Assist with the recruitment, training, and performance management of front office staff, including receptionists, concierges, and bell staff.
• Provide guidance, support, and ongoing training to ensure all staff adhere to the hotel’s standards and policies.
• Ensure front desk staff maintain professionalism and efficient handling of guest requests.

Operations and Procedures:

• Assist with the management of front desk operations including room assignments, reservations, and billing.
• Monitor and evaluate daily front office operations and ensure proper documentation is maintained (e.g., logs, guest correspondence, incident reports).
• Handle all administrative tasks associated with front office operations, such as preparing reports, processing payments, and managing guest accounts.

Guest Relations and Customer Service:

• Create a welcoming environment by ensuring the front office area is organized and clean.
• Build strong relationships with guests and ensure all staff are trained to provide excellent customer service.
• Take proactive steps to anticipate guest needs and exceed expectations, promoting guest loyalty.

Revenue Management:

• Assist with managing room inventory and maximizing occupancy rates.
• Help with pricing and availability strategies in conjunction with the Revenue Manager.
• Monitor booking channels to optimize revenue and minimize cancellations.

Team Collaboration:

• Work closely with other departments (Housekeeping, Maintenance, Food & Beverage) to ensure smooth operations and guest satisfaction.
• Communicate effectively with team members to ensure proper coordination and operation of daily tasks.

Health and Safety Compliance:

• Ensure the front office operates in compliance with hotel policies, procedures, and local health and safety regulations.
• Assist with emergency procedures, including fire drills and guest evacuations.

Financial Management:

• Assist with controlling front office expenses, minimizing wastage, and monitoring departmental budget.
• Review and process guest bills, handle credit card transactions, and manage cash flows according to hotel policy.

Technology and Systems:

• Ensure all systems (PMS, reservation, and billing systems) are functioning correctly.
• Train staff on the use of property management systems, ensuring accurate and efficient data entry.

Skills

• Strong leadership and interpersonal skills.
• Excellent communication skills, both verbal and written.
• Ability to handle difficult situations with diplomacy and professionalism.
• Strong problem-solving skills and attention to detail.
• Proficiency in property management systems (PMS), Microsoft Office Suite, and other front office technology.
• Knowledge of hotel operations, policies, and procedures.