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Job Description
Job Role:
The Front Desk Manager must have strong communication skills, management skills, and a real ability to inspire and motivate their team. You should combine a pleasant personality with a dynamic professional attitude to supervise and lead the team. And can deal efficiently with complaints and has a solid customer service approach.
Responsibilities:
- Train all front desk agents and Assistant Front Office Managers.
- Participates in the selection and interview process of all hotel front office staff and other supervisory roles.
- Create schedules for Front Desk Agents.
- Handle complaints and specific customer requests.
- Troubleshoot emergencies and resolve all guest problems quickly, and efficiently, ensuring guest satisfaction.
- Keep accurate information on the status of rooms and that it is properly communicated to appropriate team members and updated in the inventory management system.
- Upholds the Hotel Operations commitments and standards to guests.
- Maximize room revenue and occupancy rates by daily reviewing status reports. Analyses rate variances and keeps a close watch on occupancy reports.
- Ensures that all hotel policies and standards are being met by front office staff and all the front office operations.
- Prepare forecasting reports for rates and occupancy.
- Maintain front desk and guest service stations are properly equipped with the supplies they need.
- Review Guest feedback forms daily.
- Maintain an organized filing system for all employee and guest documentation and reports.
Job Requirements
- A minimum of 10 years of experience in a front office Manager role, preferably in a hotel or luxury hospitality environment.
- BSc in Business Administration or relevant field
- Good organizational and multitasking abilities.
- Customer satisfaction.
- Proficiency in English is a must.
- Problem-solving skills.