Front Office Manager

Position Overview:
The Front Office Manager is responsible for leading and managing all Front Desk operations, ensuring efficient service delivery in line with hotel policies and standards. This role involves directing Guest Services Agents/Supervisor to provide exceptional customer service and maintaining smooth front office functions.

Duties and Responsibilities:
•Oversee the Front Desk operations, ensuring they run efficiently and in accordance with hotel policies.
•Provide leadership and support to Front Desk team members, handling guest issues and complaints with professionalism.
•Maintain the Guest Service Record (GSR) log daily, ensuring accuracy and professionalism.
•Regularly review and provide feedback on team performance, guiding staff towards service excellence.
•Conduct initial and ongoing training for Guest Service Agents to enhance service quality and teamwork.
•Keep updated with property details, local area information, room rates, and packages, and disseminate this knowledge to the team.
•Handle reservation inquiries and bookings, offering current information on rates, offers, and packages.
•Provide shift coverage across Front Desk as needed.
•Coordinate preparations for Group, Media, and FIT arrivals, liaising with F&B and Conference departments.
•Manage Front Office filing systems and tracking sheets, ensuring they are organized and current.
•Perform daily No-Show checks and ensure Front Office supplies are well-stocked.
•Undertake additional responsibilities and duties as required.

Qualifications:
•Previous experience in Front Desk operations is essential.
•Proficiency in Opera PMS is essential.
•Demonstrated passion for customer service and problem-solving skills.
•Previous leadership or supervisory experience in a hospitality setting is essential.
•Strong organizational skills and attention to detail.
•Ability to work independently, manage emergencies, and lead a team successfully.
•Flexibility to work under pressure in a dynamic environment.

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