Hotel Front Office Manager

Job Description

Job Description

We are looking for a Front office manager to manage our front of house. You will act as the 'face' of our hotel and ensure guests receive a heartwarming welcome. You will also coordinate all front desk activities, including calls, reservations and guests services.

As a Front office manager, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Our ideal candidate can deal efficiently with complaints and has a solid customer service approach.

Ultimately, you should be able to ensure our front desk provides professional and friendly service to our customers.

Responsibilities

Ensure front desk is tidy and has all necessary stationery and material (e.g. pens, forms and informative leaflets)

Train, supervise and support office staff, including receptionists, security guards and call center agents

Schedule shifts

Ensure timely and accurate customer service

Handle complaints and specific customers requests

Troubleshoot emergencies

Monitor stock and order office supplies

Ensure proper mail distribution

Prepare and monitor office budget

Keep updated records of office expenses and costs

Ensure company's policies and security requirements are met

Requirements

Proven work experience as a Front desk manager or Reception manager

Hands on experience with office machines (e.g. fax machines and printers)

Thorough knowledge of customer service, office management and basic bookkeeping procedures

Proficiency in English (oral and written)

Solid knowledge of MS Office, particularly Excel and Word

Excellent communication and people skills

Good organizational and multitasking abilities

Problem-solving skills

High School diploma; additional certification is a plus

Guest Services

No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The following is a summary of the major responsibilities of the position.

Position : Front Office Manager

Essential Functions :

All areas

Welcome guests in a friendly, prompt professional manner at all times.

Check guests in, issue room keys.

Ensure required identification is taken from the guests at check-in line with local legislative requirements.

Answer phones in prompt and courteous manner.

Answer, record and process all guest call, messages, requests, questions or concerns.

Check guests out, including resolving any late or disputed charges.

Accurately process all cash and credit card transactions using established procedures.

Train front desk in all aspects of the front desk.

Accurately bill and record payments of Accounts Receivables.

Take action, solve problems / complaints using appropriate service recovery guidelines.

Follow established safety protocols and procedures at all times.

Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity.

Creates schedules for front office staff.

Makes sure time clock punches are correct.

Work with your team and communicate with other departments as per hotel procedures to ensure excellent quality and service.

Fill in for the Breakfast / Lobby attendant when needed.

Tools and Equipment :

Bell stand luggage carts, hand truck

Computer and printer, telephone, pen / pencil, photo-copying machine, facsimile machine

Working Environment :

Interior and exterior of hotel in center of front drive.

Physical Job Requirements

Frequently standing up behind the front desk and front office areas.

Carrying or lifting up to 50 pounds

Handling objects, products and computer equipment.

standing, stooping, lifting

Climbing

Climbing up to but not limited to one flight of stairs.

Work Environment

Inside 100% of work period (approximately 8 hour shift)

Interior and on occasion exterior of hotel with exposure to weather conditions.

Continually standing for long periods of time, up an entire shift.

Must be able to lift up to 50lbs.

Must be willing to assist with Concierge & Front Desk Duties

Visibly must be able to use computer for extended periods of time

Must answer phones in a clear, understandable tone

Must be able to push or pull a fully loaded bell cart full of luggage

Must be able and willing to use stairs whenever necessary

Background check is required.