Front Office Manager

Job Summary

We are seeking a professional and detail-oriented Front Office Manager to lead our front desk operations and ensure exceptional guest experiences. In this pivotal role, you will oversee daily front office functions, manage guest relations, and coordinate with various departments to uphold the highest standards of hospitality. Your leadership will foster a welcoming environment where guests feel valued and cared for from check-in to check-out. A passion for hospitality management and excellent communication skills are essential to thrive in this dynamic role.

Responsibilities

• Supervise all front desk activities, including guest check-in/check-out, reservations, and guest inquiries, ensuring smooth and efficient operations.
• Manage the hotel’s property management systems (PMS), such as OPERA or similar platforms, to accurately process reservations, billing, and guest information.
• Lead and train front desk staff on customer service excellence, phone etiquette, and hotel emergency procedures to maintain a professional and welcoming atmosphere.
• Handle guest complaints and service issues promptly with a solutions-oriented approach to enhance guest satisfaction.
• Oversee night audit procedures, reconciling accounts and preparing reports to ensure financial accuracy at the end of each shift.
• Collaborate with housekeeping, maintenance, and security teams to address guest needs swiftly and maintain safety protocols.
• Utilize multilingual skills to communicate effectively with diverse guests, providing personalized service that exceeds expectations.
• Up hold and enforce brand standards set forth by Hilton.
• Processing accounts receivable and accounts payable.

Qualifications

• Proven experience in hospitality management or hotel front desk operations, preferably with resort or hotel experience.
• Strong knowledge of property management systems (PMS), especially PEP.
• Excellent customer service skills with a focus on problem-solving and client communication.
• Bilingual or multilingual abilities are highly desirable to serve an international clientele effectively.
• Familiarity with hotel emergency procedures, night audit processes, and guest relations best practices.
• Exceptional phone communication skills coupled with professional phone etiquette.
• Ability to lead a team in a fast-paced environment while maintaining attention to detail and high standards of service.

Join us in creating memorable experiences for our guests by delivering top-tier hospitality through energetic leadership and dedicated service!

Pay: $18.00 - $20.00 per hour

Expected hours: 40.0 per week

Benefits:

• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Work Location: In person