Job Title: Front of House Manager
Department: Front Office
Reports To: Director of Operations
Location: Carton House, A Fairmont Managed Hotel
Job Type: Full time permanent
Job Summary:
The Front of House Manager is responsible for managing the daily operations of the hotel's front desk and guest services team to ensure a seamless check-in/check-out experience and the highest standards of guest satisfaction. This role is a key representative of the hotel, often being the first and last point of contact for guests.
Key Responsibilities:
* Oversee all front desk operations including guest check-in and check-out, reservations, room assignments, and guest inquiries.
* Lead, train, schedule, and supervise the front office team (including receptionists, concierge, bell staff, and night auditors).
* Ensure the highest level of guest service is delivered consistently, handling VIPs and special requests professionally.
* Manage the front office budget, monitor occupancy, revenue, and front office KPIs.
* Address and resolve guest complaints and issues promptly and effectively.
* Coordinate with Housekeeping and Maintenance to ensure rooms are ready and guest issues are resolved efficiently.
* Ensure all front office procedures are in line with company policies and brand standards.
* Maintain accurate records for billing, guest accounts, and reports for management review.
* Ensure compliance with health, safety, and security regulations.
* Foster a positive and motivated team environment to support staff development and high morale.
Requirements:
Education:
* Diploma or Degree in Hospitality Management, Business Administration, or a related field desirable.
Experience:
* Minimum 2+ years in a hotel front office management role.
* Experience with hotel property management systems (PMS) such as Opera is strongly preferred.
Skills & Competencies:
* Strong leadership and team management skills.
* Excellent communication and interpersonal skills.
* Exceptional guest service and problem-solving abilities.
* Well-organized and detail-oriented with the ability to multitask.
* Proficient in MS Office and front office software systems.
* Ability to work flexible hours, including evenings, weekends, and holidays.
Working Conditions:
* Based in the hotel lobby/front desk area.
* Fast-paced environment with high guest interaction.
* Shift work, including nights and weekends, may be required.
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