Front Office Manager
Position Overview:
The Front Office Manager is responsible for overseeing front desk operations, ensuring high standards of service and guest satisfaction.
Key Responsibilities:
Manage the front office team, including hiring, training, and performance evaluations.
- Recruit and onboard new staff members if needed.
- Conduct regular training sessions on customer service and operational procedures.
- Evaluate team performance through regular assessments and feedback
Ensure smooth check-in and check-out processes for guests.
- Monitor check-in/check-out times to minimize wait times.
- Assist front desk staff during peak hours.
- Ensure proper documentation and payment processing for all guests.
Address guest inquiries, complaints, and feedback promptly.
- Maintain a guest complaint and resolutions log.
- Train staff on effective communication and conflict resolution.
- Follow up with guests to ensure satisfaction after resolving issues.
Monitor and manage front office budgets and expenses.
- Track daily revenue and expenses related to front office operations.
- Prepare monthly budget reports for management review.
- Identify areas for cost savings and efficiency improvements.
Collaborate with other departments to enhance guest experience.
- Schedule regular meetings with housekeeping and maintenance teams.
- Communicate special guest requests or needs to relevant departments.
- Participate in cross-departmental projects and initiatives.
Implement and maintain operational procedures for front office operations.
- Develop standard operating procedures (SOPs) for front desk tasks.
- Regularly review and update policies to ensure compliance with industry standards.
- Monitor staff adherence to established procedures.
Ensure compliance with health and safety regulations.
- Conduct regular training on health and safety protocols.
- Monitor the front office for compliance with safety standards.
- Report any safety hazards or incidents to management immediately.