Front Office Manager

A Front Office Manager for a luxury 5-star hotel

1. Guest Experience & Service
   Provide a warm, personalized welcome to all guests.
   Anticipate guest needs and deliver tailored services.
   Handle VIP guests, special requests, and complaints with discretion and efficiency.
   Monitor guest reviews on platforms like TripAdvisor, Google, and OTA websites, responding thoughtfully.
   Foster a culture of high-end hospitality among staff.
2. Front Desk Operations
   Oversee smooth check-in and check-out experiences.
   Ensure all reservations and room allocations are accurate.
   Supervise concierge services, including restaurant bookings, local recommendations, and special arrangements.
   Maintain a well-organized, aesthetically pleasing front desk area.
3. Staff Management & Training
   Hire, train, and supervise front desk agents and concierge staff.
   Schedule shifts to ensure 24/7 front desk coverage.
   Conduct ongoing training to maintain high service standards.
   Motivate staff to deliver a personalized and engaging guest experience.
4. Revenue & Financial Management
   Monitor room occupancy and suggest strategies for increasing revenue.
   Handle daily financial reports, guest billing, and cashier operations.
   Work closely with the sales team to promote direct bookings and loyalty programs.
   Oversee upselling of rooms, spa treatments, or local experiences.
5. Coordination with Other Departments
   Communicate guest preferences to housekeeping and F&B teams for personalized service.
   Collaborate with maintenance to ensure prompt repairs and upkeep.
   Work with marketing to implement promotions and enhance brand reputation.
6. Technology & Property Management Systems (PMS)
   Ensure accurate guest data entry and usage of hotel management software.
   Manage digital check-in/check-out processes for a seamless guest experience.
   Stay updated with new hospitality tech trends for boutique hotels.
7. Compliance & Safety
   Ensure guest security, privacy, and safety protocols are followed.
   Train staff on emergency procedures and service recovery techniques.
   Maintain compliance with local hospitality regulations.
8. Personalized Services & Unique Offerings
   Curate and promote luxury-style experiences such as private tours, exclusive events, and local artisan collaborations.
   Foster relationships with returning guests to create a loyal customer base.
   Innovate new ways to make the hotel experience unique and memorable.