The Front Office Manager is responsible for overseeing the daily operations of the front desk, ensuring exceptional customer service and efficient administrative processes. This role is vital in creating a welcoming environment and maintaining smooth communication between guests and hotel staff.
- Supervise front desk staff to ensure high-quality customer service.
- Manage guest check-in and check-out procedures efficiently.
- Handle guest complaints and resolve issues promptly.
- Coordinate with housekeeping to ensure room availability.
- Maintain accurate records of bookings, payments, and guest information.
- Train new employees on front office procedures and policies.
- Monitor inventory of office supplies and place orders as needed.
- Excellent communication and interpersonal skills.
- Strong organizational abilities with attention to detail.
- Proficiency in hotel management software like Opera or Fidelio.
- Ability to handle stressful situations calmly.
The Front Office Manager's performance is evaluated based on guest satisfaction scores, efficiency in handling check-ins/outs, resolution time for guest complaints, and overall team productivity at the front desk area.
Guest Satisfaction
Achieve high ratings in customer feedback surveys.
Operational Efficiency
Reduce average time taken for check-in/check-out processes.
Complaint Resolution
Decrease response time for resolving guest issues.
Reports to
Hotel General Manager
Collaborates with
Housekeeping Department, Maintenance Team
Leads
Front Desk Agents
- Opera PMS
- Fidelio Software
Bachelor's degree in Hospitality Management or related field; 3-5 years experience in a supervisory role within a hotel setting.
