Front Office Manager

Craft unforgettable guest experiences at Wright Park Hotel! We're seeking a dynamic Front Office Manager to lead our team and ensure seamless operations. As the face of our hotel, you'll play a crucial role in creating a welcoming and efficient environment for our guests. This is an opportunity to lead, mentor, and inspire a pioneer team while contributing to a luxury experience that leaves a lasting impression. If you're passionate about hospitality and thrive in a fast-paced setting, apply today.

Duties and Responsibilities:

1. Operations Management:

- Oversee the efficient operation of the Front Office, including guest registration, room assignments, and check-out procedures

- Ensure adherence to hotel policies, procedures, and standards to maintain high-quality service and guest satisfaction

- Monitor and analyze occupancy forecasts and adjust staffing levels and operational procedures accordingly to optimize efficiency

1. Staff Leadership, Training and Development:

- Supervise front office staff to ensure adherence to policies, procedures, and safety protocols

- Serve as a role model for corporate values and mission in daily interactions and decision-making

- Promote a work culture emphasizing hospitality, integrity, teamwork, professionalism, and excellence

- Coach and motivate front office staff to deliver outstanding guest service

- Conduct regular performance evaluations and provide constructive feedback

- Foster a positive work environment and cultivate a culture of continuous learning and improvement

1. Property Management System (PMS) Maximization:

- Utilize the PMS to its fullest potential to streamline operations and enhance guest experience

- Regularly review PMS functionalities and coordinate with vendors for upgrades and improvements

- Ensure accurate data management and reporting through the PMS for efficient decision-making

1. Guest Relations:

- Ensure personalized and efficient service delivery to exceed guest expectations

- Handle escalated guest issues and ensure resolutions that maintain guest satisfaction

- Monitor guest feedback and implement improvements based on insights

1. Coordination and Communication:

- Collaborate effectively with other departments to optimize overall hotel operations

- Maintain communication with the PMS vendor to stay updated on system capabilities and enhancements

- Participate in meetings and provide input on strategic decisions and operational planning

1. Financial Management:

- Ensure accurate handling of cash transactions and adherence to cash handling procedures

- Monitor and manage front desk revenue, including room rates, deposits, and incidental charges

- Prepare and analyze financial reports related to front office operations

- Implement cost-control measures and monitor expenses to meet budgetary goals

- Coordinate with accounting department for reconciliation and auditing of financial transactions

1. Safety and Compliance:

- Uphold hotel safety protocols and emergency procedures to ensure a safe environment for guests and staff

- Ensure compliance with industry regulations and hotel standards

1. Reporting and Documentation:

- Prepare and analyze reports on front office performance, occupancy rates, and guest satisfaction metrics

- Maintain accurate records and documentation related to front office operations and guest interactions

Qualifications:

Bachelor's degree in Hospitality Management or a related field (preferred)

Minimum of 3 years of experience as FO supervisor/manager

Strong leadership, communication, and interpersonal skills

Excellent problem-solving and decision-making abilities

Proficiency in hotel property management systems (PMS) and other relevant technologies

Thorough understanding of hotel operations and guest service best practices

Ability to work a flexible schedule, including evenings, weekends, and holiday.