Front Office Manager

We are seeking a confident and interpersonal individual who has a passion for all things hospitality! You will love working with people and will be a positive person with natural leadership skills. You will ideally have previous supervisory experience working within a hospitality or reception desk setting and will have the skills to motivate a team around you. You will be eager to learn and have the ability to pick up tasks and new skills. You will be confident in speaking with guests and resolving queries quickly and efficiently whilst coaching and empowering the team around you. You will be savvy on systems and able to develop into an expert and trainer of the front office system.

Requirements

• Previous experience in a supervisory or managerial role within the hotel industry, preferably in front office operations.
• Excellent leadership and interpersonal skills, with the ability to motivate and inspire the team.
• Strong organisational and time management abilities to handle multiple tasks and priorities effectively.
• Exceptional customer service skills with a guest-focused mindset.
• Proficiency in hotel management systems and reservation software.
• Flexibility to work shifts, including evenings, weekends, and holidays, as required.

Responsibilities

• Hands-on support on the reception desk.
• Using the front office system and training others to use it.
• Act as a brand and hotel ambassador.
• Oversee and manage the reception and nights teams.
• Ensure smooth operations and exceptional guest experiences.
• Control reservation and rooms revenue.
• Coordinate with other departments to ensure efficient service delivery.
• Assist to maximise and manage rooms bookings by delivering an excellent, yet efficient reservations service.
• Meticulously handle administration ensuring that every detail of a guest’s reservation has been accurately recorded following established procedures.
• Lead recruitment and HR tasks such as interviewing, onboarding and training new team members.
• Uphold and instil the right ethos and culture among the team.
• Handle escalated guest questions, queries and swift complaint resolution.
• Be trained as a multi-skilled hotel duty manager and carry out duty management shifts and tasks when required.
• Checking guests in and out, taking telephone calls & answering emails, and booking in reservations using the front office system, Alacer.
• Drive revenue where possible by letting guests know about all products and services available to them, upgrading room types, and upselling breakfast, lunch and/or dinner onto their stay.
• Supervise and provide guidance to the reception and nights teams, including scheduling shifts and managing staff performance.
• Ensure that team members are trained properly and equipped with the necessary skills to deliver excellent customer service.
• Monitor the front desk operations, including check-in/check-out processes, guest inquiries, and requests, to ensure efficiency and guest satisfaction.
• Handle and resolve guest complaints or issues promptly and professionally.
• Oversee the reservations and ensure accurate and efficient handling of room reservations, including individual and group bookings.
• Monitor room availability and work closely with the sales and revenue management teams to maximize occupancy and revenue.
• Maintain good relationships with travel agents, corporate clients, and other key stakeholders to drive bookings and repeat business.
• Implement and maintain a comprehensive reservations system, ensuring accuracy of guest information and billing details.
• Manage rooms, no shows and cancellations.
• Collaborate with other hotel departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest experiences.
• Communicate effectively with all staff members, providing clear instructions and fostering a positive work environment.
• Liaise with the sales and marketing team to promote the hotel's offerings and contribute to revenue generation efforts.
• Prepare and analyse reports related to occupancy, revenue, and guest feedback, providing insights and recommendations for improvement.
• Ensure compliance with hotel policies, procedures, and safety regulations.
• Stay updated with industry trends and best practices, implementing innovative strategies to enhance the front office operations.
• Record sickness reported to the front desk, ensuring communication with the relevant HOD.