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Title
Text copied to clipboard!Front Office Manager
Description
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We are looking for a highly organized and customer-focused Front Office Manager to lead our front office team. The ideal candidate will have a strong background in hospitality management, excellent communication skills, and a passion for delivering outstanding guest experiences. As the Front Office Manager, you will be responsible for overseeing all front desk operations, managing staff, and ensuring that our guests receive the highest level of service. You will work closely with other departments to coordinate activities and resolve any issues that may arise. Your ability to lead by example, handle stressful situations with grace, and maintain a positive attitude will be key to your success in this role. You will also be responsible for training and developing your team, implementing and maintaining standard operating procedures, and ensuring compliance with all relevant regulations. If you are a proactive problem-solver with a commitment to excellence, we would love to hear from you.
Responsibilities
Text copied to clipboard!- Oversee daily front office operations.
- Manage and train front office staff.
- Ensure exceptional customer service at all times.
- Handle guest complaints and resolve issues promptly.
- Coordinate with other departments to ensure smooth operations.
- Maintain accurate records and reports.
- Implement and maintain standard operating procedures.
- Monitor and manage front office budgets.
- Ensure compliance with all relevant regulations.
- Develop and implement staff schedules.
- Conduct regular staff meetings and training sessions.
- Monitor guest feedback and implement improvements.
- Ensure the front desk is clean and organized.
- Manage room reservations and cancellations.
- Assist with check-in and check-out processes.
- Handle cash and credit transactions accurately.
- Maintain a positive and professional demeanor at all times.
- Assist with marketing and promotional activities.
- Ensure security and safety protocols are followed.
- Perform other duties as assigned.
Requirements
Text copied to clipboard!- Bachelor's degree in Hospitality Management or related field.
- Minimum of 3 years of experience in a similar role.
- Strong leadership and management skills.
- Excellent communication and interpersonal skills.
- Ability to handle stressful situations with grace.
- Proficiency in hotel management software.
- Strong organizational and multitasking abilities.
- Attention to detail and problem-solving skills.
- Ability to work flexible hours, including weekends and holidays.
- Customer-focused with a commitment to excellence.
- Knowledge of front office operations and procedures.
- Ability to train and develop staff.
- Strong financial acumen and budget management skills.
- Ability to work independently and as part of a team.
- Professional appearance and demeanor.
- Strong conflict resolution skills.
- Ability to maintain confidentiality.
- Knowledge of relevant regulations and compliance requirements.
- Ability to lift and carry up to 25 pounds.
- Proficiency in Microsoft Office Suite.
Potential interview questions
Text copied to clipboard!- Can you describe your experience in managing a front office team?
- How do you handle guest complaints and resolve issues?
- What strategies do you use to ensure exceptional customer service?
- Can you provide an example of a time when you had to handle a stressful situation?
- How do you train and develop your staff?
- What steps do you take to ensure compliance with regulations?
- How do you manage and monitor front office budgets?
- Can you describe a time when you implemented a successful improvement based on guest feedback?
- How do you coordinate with other departments to ensure smooth operations?
- What is your approach to maintaining a positive and professional demeanor at all times?
- How do you handle cash and credit transactions accurately?
- Can you describe your experience with hotel management software?
- How do you ensure the front desk is clean and organized?
- What is your approach to developing and implementing staff schedules?
- How do you handle room reservations and cancellations?
- Can you provide an example of a successful marketing or promotional activity you were involved in?
- How do you ensure security and safety protocols are followed?
- What steps do you take to maintain confidentiality?
- How do you handle working flexible hours, including weekends and holidays?
- Can you describe your conflict resolution skills?
