Front Office Manager Role
We are seeking an experienced Front Office Manager to lead our team in providing exceptional customer service and ensuring a warm and professional experience for our guests. The successful candidate will be accountable for consistently delivering top-quality service, handling guest queries or complaints professionally, and maintaining strong internal communication within the team.
Key Responsibilities:
* Deliver exceptional customer service at all times and handle guest queries or complaints professionally.
* Maintain strong internal communication and promote good customer relations within the team.
* Oversee daily Front Office operations, ensuring accuracy in administrative tasks, reports, and transactions.
* Ensure adherence to company policies on accounting, credit, cash handling, and key management.
* Stay informed on hotel services, packages, and promotions to support up-selling and revenue goals.
* Manage group reservations, debtor accounts, and ensure timely invoicing and payments.
* Lead, motivate, and train Front Office staff while maintaining high standards of appearance and hygiene.
* Prepare staff rosters within budget and attend departmental meetings as needed.
Requirements:
* Proven experience in a front office or guest-facing supervisory/management role within the hospitality sector.
* Excellent customer service skills with the ability to handle complaints in a professional and courteous manner.
* Strong organisational and administrative abilities with a keen eye for detail and accuracy.
* Good knowledge of hotel operations, including reservations, billing, and front desk systems.
* Effective communication and leadership skills to manage and motivate a team.
* Flexibility to work a variety of shifts while maintaining high standards under pressure.
* Understanding of hotel accounting procedures, including cash handling, credit policies, and debtor management.