Front Desk Manager - Hotel

Position Summary

Provide excellent customers services internally and externally, supervises front desk team members toensure extraordinary guest satisfaction. Displays a professional and courteous manner to all employees, arriving, departing, guests by providing anticipatory service.

Front Office manager inspires,motivates, guides, and oversees the team while sharing knowledge with the front office associates. Is responsible for ensuring hotel charges processed diligently to guest’s accounts, invoices are accurate, direct billing, and billing instructions are verified. The Front Office manager will ensure that all guestsare always satisfied and display excellent customer service.

Report to:
General Manager

• Manage front office and overnight employees.
• Responsible for running the operations of providing excellent guest services to our guests.
• Responsible for training and follow‑up of policies, rules and regulations including code on conduct all front office and overnight employees.
• Responsible for the adequate management of services provided by our third‑party company valet services, to ensure compliance with the hotel’s policies, rules and regulations.
• Welcome guests, check‑in, check‑out, distribute room keys and explain the hotel’s amenities.
• Billing, collect a method of payment from customers, guest ledger, pending charges.
• Respond to guests’ issues and complaints in a friendly and timely manner.
• Explain local amenities and attractions to guests.
• Work with other staff members/departments to ensure that all guest rooms meet hotel standards and accommodate any special client needs.
• Arrange specialized amenities for arrivals and VIP guests.
• Liaison between Front Office and Valet.
• Monitoring PMS “Mews” (Reservations, Availability, Room Status, Billing)
• Oversee the Front Office team.
• Responsible for the weekly scheduling of staff members, ensuring that each shift is properly staffed to provide excellent customer services.
• Participate in daily, weekly meetings pertinent to the operations of the property.
• Coordinate and ensure proper and adequate delivery of guests’ amenities as necessary.
• Order or purchase necessary items to manage the front office department.
• Receive purchase items, approve invoices and code them appropriately using our General Ledger chart of accounts.
• Coordinate with Housekeeping and engineering departments to ensure cleanliness and readiness of sleeping rooms and common areas.
• Be the focus person responsible for overall guest relations and VIPs.

These are some of the basic responsibilities and obligations to be covered by this position.