Front Office Manager

Overview

The Front Office Manager is responsible for overseeing the Front Office department in coordination with relevant departmental heads. This role ensures the department operates seamlessly, maintaining the highest standards of customer service and continually implementing staff training. The goal is to provide guests with an excellent experience encouraging repeat visits.

Key Responsibilities

• Arrive punctually in a clean, complete uniform that adheres to company grooming standards.
• Conduct and lead monthly or as-needed front office department meetings and share minutes with the General Manager.
• Uphold strict cleanliness and hygiene in personal appearance and work area throughout shifts.
• Regularly analyze upcoming business and forecast future needs to plan accordingly.
• Keep abreast of expected arrivals, especially VIP guests.
• Develop and strengthen guest relationships by recognizing preferences to foster loyalty and future bookings.
• Stay informed on competitors' activities and benchmark services to maintain competitive standards.
• Manage front office operations within budget targets related to room revenue, occupancy, and pricing.
• Schedule staff efficiently while adhering to budget constraints.
• Ensure professional operation of the front desk at all times, abiding by company standards.
• Guarantee all agreed services like porter service and wake-up calls are consistently provided.
• Respond promptly and effectively to guest inquiries, requests, and bookings.
• Deliver high-quality guest experiences through staff training and oversight.
• Compile and manage customer databases and follow-up procedures to enhance service.
• Adjust services and pricing based on market and competitor intelligence.
• Maximize revenue through effective rate management, occupancy tracking, and upselling techniques.
• Keep the team informed of promotions and special hotel activities.
• Cover duty management responsibilities as the situation demands.
• Create robust staff rosters to cover business needs adequately.
• Regularly update and communicate departmental standard operating procedures to all team members.
• Review ledger and management accounts to ensure accuracy and timely billing.
• Oversee proper guest billing and coordinate with accounts to resolve issues.
• Manage cash deposits, floats, and foreign currency exchange processes.
• Handle guest complaints professionally and constructively.
• Ensure cash handling follows company policies.
• Maintain staff adherence to uniform and hygiene standards.
• Follow all company regulations related to fire safety, health and safety, hygiene, customer care, food safety, and security.
• Responsible for procurement duties using the online purchasing system.
• Adhere to the company’s Code of Conduct and Staff Handbook responsibilities.
• Keep workstations clean, safe, and orderly.
• Report maintenance issues promptly to management.
• Participate in training and communication meetings as scheduled.

Required Skills

• Proficiency with Hotsoft property management system
• Fluent English communication skills
• Strong customer service aptitude