This position will report to Front Office Manager
Responsible for managing hotel resources and ensuring guest satisfaction, overseeing hotel operations by assigning tasks to hotel staff and ensuring efficient service delivery.
Key Requirements:
- Supervise Front Office staff, including Front Desk, Night Auditors, and Bellman, ensuring guests receive the best service maintained at all times by the staff.
- Assist in creating Front Office staff work schedules according to needs or occupancy.
- Resolve guest issues and process compensations provided to guests.
- Communicate effectively between internal and external departments.
- Coordinate information within the Front Office and generate necessary data.
- Provide all necessary information to guests about hotel facilities to ensure they enjoy their visit.
- Maintain health, safety standards, and emergency response procedures.
- Ensure all check-in and check-out procedures for both individual and group guests adhere to applicable rules.
- Ensure all payments or cancellations during reservations are carried out according to established procedures.
- Verify the accuracy of all information provided to guests.
- Assist the housekeeping department if needed.
- Maintain the appearance of all Front Office staff to be clean, tidy, and in appropriate uniforms.
- Ensure the Front Office area is always clean and orderly.
Key Requirements:
- Minimum bachelor's degree in a relevant field.
- Previous work experience in hotel management or related positions.
- Ability to lead and supervise the Front Office team.
- Capable of creating and managing staff work schedules.
- Effective communication skills between internal and external departments.
- Ability to handle guest situations or complaints effectively.
- Ability to coordinate information in the Front Office and manage data.
- Experience in ensuring all check-in and check-out procedures adhere to applicable rules.
- Experience in managing reservations and payments, as well as handling cancellations.
- In-depth understanding of hotel reservation procedures and policies.
- Focus on providing the best service to guests.
- Ability to provide clear information about hotel facilities.
- Ability to work with multitasking to address changing needs and situations.
- Ensure cleanliness and organization of the Front Office area and the appearance of Front Office staff.
- Understanding and ability to execute emergency response procedures.
- Ability to communicate in English.
