Front Office Manager

Job Description

1. Department Management:

• Responsible for overseeing and coordinating all activities of the Front Office department.

• Ensure the check-in and check-out processes are quick, accurate, and professional, delivering the best experience for customers.

• Manage and ensure the quality of customer service aligns with 5-star standards, effectively and promptly addressing inquiries, requests, and complaints from customers.

2. Front Office Staff Management:

• Recruit, train, and develop the front desk team and related departments, ensuring the team thoroughly understands and implements workflows and hotel service standards.

• Regularly evaluate staff performance, propose skill development programs, and provide career guidance for employees.

• Foster a positive working environment, motivating employees to complete their tasks with high responsibility.

3. Revenue and Room Operations Management:

• Monitor room sales and reservation management, optimizing occupancy and revenue through effective sales strategies.

• Collaborate with other departments such as Sales and Marketing to implement promotional programs, pricing strategies, and improve room revenue.

• Analyze revenue performance and occupancy rates, proposing measures to enhance business results.

4. Customer Service Management:

• Ensure all customer requests and expectations are met promptly, delivering a perfect stay experience.

• Develop customer care processes to enhance satisfaction and create a positive impression to encourage repeat visits.

• Handle customer complaints and requests professionally, ensuring satisfaction with the service.

5. Financial and Budget Management:

• Develop and manage the budget for the Front Office department, ensuring cost savings and efficient resource utilization.

• Monitor the department's daily expenses and prepare regular financial reports, ensuring transparency and efficiency in financial management.

6. Compliance with Regulations and Service Standards:

• Ensure all activities of the Front Office department comply with hotel regulations, local laws, and international service standards.

• Regularly update and apply the latest service standards to improve the quality of customer service.

7. Coordination with Other Departments:

• Act as a liaison between the front office and other hotel departments such as F&B, Housekeeping, and Engineering to ensure smooth operations.

• Work closely with Sales and Marketing to implement advertising and promotional programs, maximizing revenue.

8. Front Office Systems and Technology Management:

• Develop or enhance the department's standard operating procedures (SOP).

• Manage and oversee the use of hotel management systems and software related to front office operations.

• Ensure the effective operation of technology systems to support room management, reservations, and customer service.

Job Requirement

• Bachelor's degree or higher in Tourism Management, Hospitality Management, or related fields.
• At least 7 years of experience in a similar position, with a preference for candidates who have worked in the hotel industry or equivalent sectors.
• Extensive knowledge of hotel management systems, especially in check-in and check-out processes.
• Proficient in English.
• Skilled in communication, quick in handling situations, and possessing a professional and pleasant appearance.