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Front Office Operations Manager
3 weeks ago
The successful candidate will oversee the day-to-day operations of the front office, ensuring seamless delivery of services to hotel guests.
About the Role:This leadership position is responsible for managing a team of staff members who provide reception, night audit, and concierge services.
The incumbent shall ensure that hotel guests receive a high level of customer service.
- Collaborate with the Area General Manager and staff to achieve maximum occupancy, profitability, staff development, and customer satisfaction.
- Maintain control over departmental costs within budgeted parameters.
- Review the night audit checklist and banking reports daily, following up on significant variances and disputes.
The ideal candidate will be a strong leader with excellent customer service and interpersonal skills.
Key Responsibilities:The incumbent will be responsible for:
- Ensuring effective control, planning, organizing, directing, and controlling all aspects of the Front Office Department (guest registration, telephone services, and concierge).
- Managing staff-related issues, including performance management, counseling, employee engagement, staff welfare, and other HR matters.
- Evaluating training and development initiatives for Front Office personnel and monitoring results to increase productivity and performance.
- Monitoring room sales, managing overbooking situations, and developing plans to increase occupancy and average room rate through walk-ins and upselling at the front desk.
- Ensuring credit limits are maintained and all credit card transactions are authorized.
- Strong leadership skills
- Excellent customer service and interpersonal skills
- Ability to work in a fast-paced environment
- Minimum of 3 years in a similar position or equivalent capacity in the hotel industry
