Front Office Manager
Posted on :
05-07-2025
Employer Active
1 Vacancy
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Job Description
- Oversee all Front Office operations including Reception Bell Desk and Communications Center.
- Personally supervise Front Office areas in the absence of the respective supervisor ensuring hotel standards and procedures are consistently followed.
- Ensure adequate staffing and supervision across all Front Office sections at all times.
- Approve requisitions and maintain appropriate stock levels for smooth operations.
- Maintain a visible presence in the reception or lobby during check-in/out and events; engage with guests and fulfill a Public Relations role.
- Guarantee a warm welcome for all guests and ensure their stay is marked by exceptional personal service.
- Uphold guest privacy and maintain strict confidentiality of information.
- Represent Management when addressing guest complaints or support Front Office team members in resolving issues.
- Handle guest complaints professionally resolve them satisfactorily and record incidents appropriately.
- Escalate serious issues to the Director of Rooms or Hotel Manager when necessary.
- Be fully informed of and report all guest feedback and complaints.
- Ensure accurate maintenance of Guest History records and pre-registration of recurring guests.
- Oversee accurate and timely updates of arrival lists transportation scheduling and room blocks according to guest preferences.
- Ensure special room set-ups are reflected in the PMS and communicated to Housekeeping and other departments.
- Ensure compliance with all CID and local government regulations for guest documentation.
- Implement and monitor Focus procedures and other financial/audit protocols.
- Be aware of all VIP guests in-house or arriving.
- Review Night Audit reports daily for Front Office-related matters.
- Update departure lists monitor check-out times and coordinate transportation as needed.
- Provide operational support whenever necessary and suggest improvements to address inefficiencies.
- Ensure proper use and understanding of all systems and equipment; maintain comprehensive knowledge of property management setups.
- Enforce strict control of room and section keys.
- Implement and regularly review daily checklists.
- Assist in finding alternate accommodation for guests in case of overbooking.
- Prepare forecasts and statistical reports as required.
- Adhere to agreed schedules terms and deadlines.
- Ensure all ambassadors are informed about outlet timings and actively promote internal events and activities.
- Keep ambassadors updated with administrative operational and organizational changes or news.
- Stay informed about competitor offerings and rates.
- Conduct regular room inspections and coordinate with Housekeeping on non-standard set-ups.
- Work with Housekeeping on scheduling rooms for maintenance.
- Collaborate closely with Sales Revenue and Reservations teams on rate management strategies.
- Lead daily briefings with Front Office section heads to review tasks and activities.
- Attend interdepartmental meetings to foster collaboration and review standards and procedures.
- Share daily operational highlights with the Director of Rooms including guest feedback and opportunities.
- Support the Director of Rooms in administrative duties and assume responsibilities in their absence.
- Entertain regular and potential clients to maintain strong relationships.
- Promote Accor loyalty programs and foster long-term guest relationships.
- Act as an ambassador for the Front Office and hotel both on and off duty.
- Uphold exceptional standards of cleanliness and maintenance across all areas and staff responsibilities.
- Enforce proper telephone etiquette in accordance with Sofitel standards.
- Personally escort guests rather than giving directions.
- Conduct interviews and assist in onboarding of new ambassadors in collaboration with Talent & Culture.
- Foster a high-morale positive work environment among ambassadors.
- Conduct ambassador evaluations encourage motivation and performance and contribute to retention and satisfaction initiatives.
- Ensure timely delivery and attendance of training programs and refresher courses.
Qualifications :
- Proven experience as a Front Office Manager in a luxury hospitality environment
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Advanced problem-solving and decision-making skills
- Proficiency in Property Management Systems (PMS) and Microsoft Office applications
- Solid understanding of luxury hospitality standards and best practices
- Financial management and budgeting expertise
- Highly organized with strong attention to detail
- Ability to work flexibly in a fast-paced environment
- Bachelors degree in Hospitality Management or related field (preferred)
- Fluency in English; knowledge of other languages is a plus
- Demonstrated ability to drive guest satisfaction and operational excellence
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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