Key Responsibilities:
Supervise and manage the front office staff including receptionists, bell desk, concierge, and guest service agents.
Ensure efficient check-in and check-out procedures.
Handle guest complaints and feedback professionally, aiming for resolution and satisfaction.
Monitor room reservations and availability in coordination with the reservations department.
Prepare front office budget and control expenses.
Train, coach, and evaluate front office staff for performance and development.
Ensure a welcoming environment for all guests and visitors.
Maintain accurate records, including occupancy reports, cash transactions, and guest feedback.
Coordinate with housekeeping and maintenance to ensure room readiness.
Oversee night audit procedures and ensure accuracy of daily reports.
Implement and maintain front office procedures and standards in line with hotel policies.