Job Advert Summary
To lead and manage the Front Office operations, ensuring the highest levels of guest satisfaction, operational efficiency, and team performance. This role is pivotal in maintaining service excellence and acts as a key liaison between guests and hotel departments.
Minimum Requirements
- Diploma or degree in Hospitality Management or a related field.
- 3–5 years’ experience in a supervisory or managerial capacity within a hotel Front Office.
- Proficiency with hotel PMS systems (Opera, Protel, or similar).
- Demonstrated success in team leadership and guest service excellence.
- Strong leadership and team management abilities.
- Outstanding communication and interpersonal skills.
- High level of professionalism, integrity, and discretion.
- Effective problem-solving and conflict-resolution skills.
- Ability to thrive in a dynamic, fast-paced environment.
- Excellent organizational skills with strong attention to detail.
- Proficient in MS Office (Word, Excel, Outlook).
Duties and Responsibilities
- Manage daily Front Office operations including Reception, Concierge, and Guest Relations.
- Answer and direct phone calls and handle email inquiries and bookings.
- Provide information about hotel services , local attractions and amenities.
- Ensure efficient guest check-in/check-out processes and exceptional service throughout the stay.
- Handle guest concerns and complaints with professionalism and prompt resolution.
- Collaborate with Housekeeping, Maintenance, Reservations, and other departments to ensure a smooth and seamless guest experience.
- Monitor room availability and coordinate with Revenue and Reservations teams on occupancy and rate forecasts and bookings.
- Process payments and billings and ensure accuracy and compliance with hotel financial procedures.
- Maintain and enforce brand standards and Standard Operating Procedures (SOPs).
- Promote upselling strategies and loyalty programme enrolment.
- Manage departmental budgets, control costs, and drive efficiency without compromising service.
- Prepare performance reports and actively participate in management meetings.