Front-office managers coordinate reservations and room assignments and train and direct the hotel’s front-desk staff. They ensure that guests are treated courteously, that complaints and problems are resolved, and that requests for special services are carried out. Most front-office managers are also responsible for adjusting bills.
Front Office Manager Job Description Template
Our company is looking for a Front Office Manager to join our team.
Responsibilities:
- Complete audit procedures, as needed;
- Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolves guest concerns;
- Recruit, interview and train team members;
- Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue;
- Performing CSR duties;
- Coach and counsel employees to reflect Hyatt service standards and procedures;
- Approves time records and time off requests; submits payroll for direct reports;
- Orientate and train direct reports;
- Analyze, investigate, and resolve guest complaints;
- Recruit, interview, train, discipline, and terminate direct reports;
- Establishes objectives and goals for the team; plans, organizes and manages work flow;
- Ensure all operations and cash handling are done per policies and procedures;
- Investigates and resolves concerns and complaints;
- Perform all tasks of a Front Office Staff as needed to facilitate service;
- Maintain excellent communication with the housekeeping department.
Requirements:
- Must be proficient in Microsoft Word and Excel;
- Clear concise written and verbal communication skills in English;
- Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds;
- Must have excellent organizational, interpersonal and administrative skills;
- Service oriented style with professional presentations skills.