Front Desk Manager

You will be responsible for overseeing the daily operations of the front desk, ensuring smooth guest check-ins/check-outs, managing a team of front desk staff, and providing exceptional customer service. This role involves a combination of managerial and customer-facing duties to ensure that guests have a pleasant stay and that the hotel operates efficiently.

Key Responsibilities:

Team Management: Supervise, train, and support the front desk team to ensure excellent guest service. Delegate tasks and monitor staff performance.
Guest Relations: Address and resolve guest complaints or concerns promptly, ensuring a positive guest experience.
Check-In/Check-Out Oversight: Ensure that the check-in/check-out process is carried out smoothly, efficiently, and in accordance with hotel policies.
Reservations & Billing: Oversee the reservation system, handle group bookings, and ensure billing accuracy for guests, including managing payments and invoices.
Operational Efficiency: Monitor the front desk's daily operations, including the assignment of rooms, managing room availability, and ensuring the guest's needs are met.
Guest Experience: Ensure guests are informed of all hotel amenities, services, and promotions. Respond to inquiries about local attractions and provide concierge assistance when needed.
Staff Scheduling: Prepare and maintain employee schedules to always ensure adequate coverage, especially during busy periods (weekends, holidays, etc.).
Inventory Management: Oversee the ordering and maintenance of front desk supplies, such as keys, brochures, and office materials.
Compliance: Ensure that the front desk complies with all hotel policies and legal regulations, including safety and security procedures.
Reports & Documentation: Maintain accurate records of guest interactions, complaints, feedback, and incidents. Prepare daily, weekly, or monthly reports as required by hotel management.
Collaboration: Work closely with other departments, such as housekeeping, maintenance, and management, to ensure a seamless guest experience and resolve any operational issues that arise.

Qualifications:

Education: Bachelor’s degree in hospitality management or related field preferred.
Experience: At least 5–6 years of experience in hotel front desk operations, with at least 2 year in a supervisory or management role.

Skills: