Front office manager duties and responsibilities in hotel

Job brief

We are looking for a Front office manager to manage our reception area. You will act as the ‘face’ of our company and ensure visitors receive a heartwarming welcome. You will also coordinate all front desk activities, including calls, reservations and guests services.

As a Front office manager, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Our ideal candidate can deal efficiently with complaints and has a solid customer service approach.

Ultimately, you should be able to ensure our front desk provides professional and friendly service to our customers.

Responsibilities

• Ensure front desk is tidy and has all necessary stationery and material (e.g. pens, forms and informative leaflets)
• Train, supervise and support office staff, including receptionists, security guards and call center agents
• Schedule shifts
• Ensure timely and accurate customer service
• Handle complaints and specific customers requests
• Troubleshoot emergencies
• Monitor stock and order office supplies
• Ensure proper mail distribution
• Prepare and monitor office budget
• Keep updated records of office expenses and costs
• Ensure company’s policies and security requirements are met

Requirements and skills

• Proven work experience as a Front desk manager or Reception manager
• Hands on experience with office machines (e.g. fax machines and printers)
• Thorough knowledge of customer service, office management and basic bookkeeping procedures
• Proficiency in English (oral and written)
• Solid knowledge of MS Office, particularly Excel and Word
• Excellent communication and people skills
• Good organizational and multitasking abilities
• Problem-solving skills
• High School diploma; additional certification is a plus

Hiring Front Office Manager job description

Post this Front Office Manager job description job ad to 18+ free job boards with one submission

Start a free Workable trial and post your ad on the most popular
job boards today.

Job Description

The primary duties of the Front Office Manager is to ensure guest satisfaction and overall efficiency of front office operations, to train staff as outlined in the Front Office Training Procedures and ensure staff is prepared to provide excellence to our guests and visitors at all times.

Essential Functions and Responsibilities of the job include but are not limited to:

• Knowledge, understanding, and adherence to Company Core Values and Mission Statement.
• Lead by example.
• Implements and maintains Front Office department minimum standards. Responsible for the hiring, training, and supervision of property front office staff. Prepares work schedule for staff and authorizes payroll for the department based on approved labor standards.
• Training, monitors and manages front office staff, resolves any guests issues and performs tasks that require your discretion and authority.
• Train and monitor the front office staff.
• Train staff to use the appropriate phrases and greetings when interacting with guests.
• Able to make reasonable and professional decisions.
• Assist and guide the front office staff through their daily duties and responsibilities.
• Use the appropriate phrases and greetings when interacting with guests.
• Offer assistance to the individual needs and requests of all guests.
• Ensure guest needs are responded to in a timely and efficient manner.
• Schedule staff adequately in order to maintain excellent service to guests at all times.
• Ensure staff evaluations are completed in a professional and timely manner.
• Maintain a positive work environment.
• Train Front Office staff as outlined in the Front Office Training Procedures.
• Maintain Front Office department within set budget and payroll guidelines.
• Ensure staff is prepared to be courteous, efficient and available to provide excellence to our guests and visitors at all times.
• Work closely with the hotel’s management team and communicate effectively.
• Use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations.
• Conduct self in a friendly and attentive manner during all guest encounters.
• Maintain a clean and safe working environment at all times.
• Responsible for working in a safe and conscientious manner. Adhere to all safety policies and procedures.
• Maintain guest confidentiality at all times.

Qualifications

Knowledge/Education/Experience:

• High School diploma or equivalent preferred.
• Experience in a hotel or a related field preferred.

Physical Requirements:

• Ability to stand during entire shift
• Long hours are sometimes required
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mental Requirements: 

• Ability to convey information and ideas clearly.
• Must maintain composure under pressure

Apply Aplicar

What are the duties and responsibilities of front office?

What are the skills of front office manager?