Front Office Manager

Job Description

As the Front Office Manager, you take the lead to drive guest engagement and ensure that your team members live up to the company’s expectations of being informed hosts. Create moments of excitement for our guests, a fun and rewarding working environment for your team. It is your responsibility to ensure that guests and staff are treated with respect and consideration.

DUTIES & RESPONSIBILITIES:

• Take charge of front office operations to ensure that daily operations run smoothly.
• Lead by example to engage guests during breakfast services to understand better their needs and provide a more personalized experience.
• Be present in the reception and lobby to observe and to assist the team when necessary.
• Be personally involved in the training of team members to achieve the organization’s objectives.
• Be on top of the expenses of the department and work within budgets allocated while

maintaining exceptional service.

• Communicate efficiently and timely on all operational matters.
• Take ownership of the Security team. Train & inculcate in them a hospitality mindset to assist guests as and when needed.
• Plan the roster of the Guide and Bellhop team, making sure each shift is adequately staffed and that there is always a strong leadership presence.
•  Keep the morale of the team high while keeping the discipline of the team in check.
• Enforce cashiering policies and impose a ‘no-nonsense’ standard of compliance when dealing with monetary transactions.
•  In the absence of a credit manager, make sure that high guest balances are flagged, and appropriate actions taken to address the matter.
• Check that room assignments for VIPs are appropriate to their status.
• Delegate tasks equitably to downline managers & supervisors as part of training and development.
• Responsible for recruiting the right people to deliver our brand promises.
• Review SOPs periodically to ensure processes and policies are still relevant and updated.
• Anticipate guests’ needs and proactively come up with innovative ways to enrich guests’ stay experience.
• Be the liaison between the executive management team and the department team members.
•  Resolve guest problems quickly and efficiently.
•  Consistently develop strategies on how to improve hotel’s ratings online.
• Perform job evaluations in accordance with organization’s timeline.
• Attend daily operations meeting and ensure that daily reports are accurate and distributed timely.
• Attend weekly sales & marketing meeting to stay updated with sales & marketing activities.
• Any other additional tasks as directed by management.

ARCHETYPES OF THE SUCCESSFUL CANDIDATE

• Energetic, people-oriented, with a service mindset.
• Be inquisitive to challenge the status quo.
• An inspiration to influence the team members towards achieving greater results.
•  Minimum of 2 years’ experience as a Front Office Manager.
• Be conversant with OPERA Cloud.
• Able to work independently with minimal supervision but always ready to assist, support and collaborate with other team members.
• Must be computer literate with advance Microsoft PowerPoint and Excel knowledge.
• Basic exposure to Microsoft Teams is a bonus.
• Excellent communication and people skills.
• Good organizational and multitasking abilities.
• Able to think on the feet and provide logical solutions to issues.
•  Ability to meet deadlines effectively.