Front Office Manager

Full Time

City Max

Primary responsibility of the role is to manage the complete day to day activities of the front office at the hotel.

  • Leading  the Guest Services Team
  • Ensuring Exceptional Customer Service and monitoring the guest experience software system
  • Responsible for the running of the front desk by hiring and training all front desk agents.
  • Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines
  • Assist in the development and monitoring of the budget to provide top quality customer service
  • Supervise workload during shifts
  • Answer phone inquiries, direct calls, and provide basic information
  • Participates in the selection of front office personnel.
  • Evaluates the job performance if each front office employee.
  • Maintains working relationships and communicates with all departments.
  • Verifies that accurate rooms / inventory information is maintained and properly communicated.
  • Resolves guest problems quickly, efficiently, and courteously.
  • Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
  • Reviews and completes credit limit report.
  • Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
  • Random checks all cashiers in and out and verifies the deposits randomly during the shift and enforces all cash-handling, check-cashing, and credit policies.
  • Conducts regularly scheduled meetings of front office personnel.
  • Prepare performance reports related to front office.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.
  • Monitor high balance guest and take appropriate action.
  • Ensure implementation of all hotel policies and house rules.
  • Operate all aspects of Front Office PMS, including software maintenance, report generation and analysis, and simple configuration changes.
  • Prepare revenue and occupancy forecasting.
  • Ensure logging and delivery of all mails in a timely and professional manner.
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guest’s managers and other employees.
  • Monitor all V.I.P ‘s special guests and requests.
  • Maintain required Par stocks of all front office and stationary supplies.
  • Review daily front office work and activity reports generated by Night Audit.
  • Review Front office log and Guest feedback forms on a daily basis.
  • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
  • Perform other duties as requested by management.

Diploma or Bachelor’s degree in Hotel Management

Job Experience

8-10 years hotel industry experience.
Minimum 3 year of experience as Front Office Manager / 4-5 years Assistant Front Office Manager in 3 or 4-star hotel
GCC experience preferred.

Excellent interpersonal and communication skills.
Experienced and effective people manager.
On the feet thinking to drive creative solutions to overcome obstacles.
Is a team player, willing to learn, train and motive the team.