The Front Office Manager is the key link between our Guests and our Resort; always leading and inspiring Front Office associates to deliver exceptional and memorable guest experiences from welcome to farewell. You will strive to ensure the smooth running of the department, successfully executing all Front Office operations, including Reception, Nights, and Concierge teams.
ESSENTIAL FUNCTIONS
1. Coordinate all activities, operations, and management of the Front Office, maintaining a proactive leadership presence on the floor.
2. Provide clear leadership for quality and process improvement initiatives aligned with business goals.
3. Maintain, implement, and adhere to policies, systems, and procedures related to hotel operations, including health and safety standards and contingency planning.
4. Ensure a high level of personal service and guest recognition, especially for VIPs and returning guests.
5. Collaborate with the Reservations Manager to optimize reservation patterns, overbooking, and yield opportunities.
6. Respond to guest feedback to continuously improve service standards.
7. Liaise with the Executive Housekeeper to ensure all Front of House areas are well maintained and clean.
8. Facilitate effective communication channels through briefings and meetings, encouraging team participation.
9. Provide and coordinate training for all Front Office staff to ensure proper duties are performed.
10. Participate in the Hotel’s Fire and Emergency Team as required.
11. Monitor guest feedback trends and develop action plans to address service challenges.
12. Maintain a strong Front Office presence by engaging with guests and inspecting guestrooms for quality standards.
13. Stay informed about industry trends to keep the hotel competitive.
14. Promote team spirit through leadership, guidance, and staff appraisals.
QUALIFICATION STANDARDS
* Fluent communication in the local language is essential.
* Relevant experience managing Rooms and Front Office operations.
* Experience in managing departmental budgets.
* Results-driven with the ability to handle complex situations.
* Valid Driving License is required.
* Knowledge of local laws and regulations compliance.
* Excellent relationship management and interpersonal skills with high emotional intelligence.
* Patience, tact, and diplomacy are essential.
* Ability to evaluate employee performance fairly and consistently.
* Willingness to stay updated on hospitality industry trends.
* Leadership skills to supervise, train, and motivate staff.
* Participate in setting and achieving financial and operational goals.
* Strong management (soft skills) and hands-on approach.
* Attention to detail and proactive attitude.
* Self-confidence, energy, and enthusiasm.
Education
* Preferred: University degree in Hospitality or Hotel Management or equivalent.
* Required: Minimum 5 years hotel experience with at least 3 years in supervisory roles within front office operations.
Grooming
All employees must maintain a neat, well-groomed appearance according to company standards.
This job description is not exhaustive and may include other duties as assigned.
Kellan Group and its brands are committed to equal opportunity employment regardless of age, gender, religion, race, sexuality, or disability. We operate as an employment agency and employment business. Visit our websites for a wide range of vacancies.
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