Front Office Manager
2 weeks ago
The Front Office Manager oversees all front office operations, including reception, guest services, and reservations, ensuring high standards of guest satisfaction and smooth daily operations. They act as the face of the hotel and are responsible for delivering exceptional service, leading the front office team, and managing guest relations.
**Key Responsibilities**:
- Ensure that guests receive prompt, efficient, and personalized service.
- Handle guest complaints and concerns, resolving them in a professional and timely manner.
- Oversee VIP guest arrival and departure processes.
- Manage guest feedback, identifying trends and making recommendations for improvements.
- Supervise and train front office staff, including receptionists, concierge, and night auditors.
- Schedule and assign tasks to ensure proper coverage for all shifts.
- Conduct performance reviews and provide coaching and development opportunities for the team.
- Foster a positive and collaborative team environment.
- Oversee the reservation process and ensure maximum occupancy and room revenue.
- Coordinate with housekeeping and maintenance to ensure room availability and guest readiness.
- Manage overbooking situations and ensure smooth allocation of rooms.
- Ensure smooth and efficient check-in and check-out processes.
- Maintain up-to-date knowledge of hotel policies, room rates, packages, and promotions.
- Collaborate with other departments (e.g., housekeeping, maintenance, and F&B) to meet guest expectations and solve operational challenges.
- Monitor and manage the front desk budget, including staff costs and operational supplies.
- Monitor daily front office financial performance, including billing, payments, and account balances.
- Handle cash, credit, and room charge transactions accurately and securely.
- Ensure the front office complies with hotel safety protocols.
- Manage guest emergencies and coordinate with relevant departments in the event of incidents.
- Prepare daily, weekly, and monthly reports for the General Manager on front office performance.
- Communicate important guest feedback, operational issues, and team performance updates to senior management.
**Qualifications and Skills**:
- **Education**: Degree/Diploma in Hospitality Management or a related field is preferred.
- **Experience**: Minimum of 4-5 years of experience in front office operations, with at least 2 years in a supervisory or management role.
- Strong leadership and team management skills.
- Excellent customer service and interpersonal skills.
- Ability to handle stressful situations and make quick decisions..
- Strong communication skills in both verbal and written forms.
- Multilingual abilities are a plus.
**Job Types**: Full-time, Permanent
Pay: RM5,000.00 - RM6,000.00 per month
**Benefits**:
- Meal allowance
**Education**:
- Diploma/Advanced Diploma (preferred)
**Experience**:
- Front Office: 5 years (preferred)
**Language**:
- English (preferred)
- Bahasa (preferred)
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