Front Office Manager

Job Description

• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance 
• Educate and train team members in compliance with federal, state and local laws and safety regulations.
• Ensure staff is properly trained and has the tools and equipment to carry out job duties 
• Ensure your team are properly trained on systems, security, service and quality standards
• Ensure your front office team delivers a great service, professional attention and personal recognition 
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction 
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management 
• Oversee night audit function and preparation of daily financial reports 
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk 

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Qualifications

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including management experience
• Must speak fluent English 
• Other languages preferred