Front desk and staff management
Supervise and train front desk staff to ensure excellent customer service.
Manage staff schedules to ensure timely shifts.
Conduct performance appraisals and provide feedback.
Maintain the cleanliness and order of the front desk area, ensuring all supplies and equipment are available.
Enforce company policies and procedures.
Guest services
Handle guest check-ins, check-outs, inquiries, and complaints, often addressing escalated issues.
Manage reservations and room assignments to optimize occupancy and revenue.
Coordinate special guest requests, such as transportation or tours.
Ensure all messages, packages, and mail are handled promptly and professionally.
Operational and financial duties
Manage the front office budget, monitor expenses, and prepare reports.
Oversee the management of Online Travel Agency (OTA) bookings and online presence.
Ensure accurate record-keeping and billing.
Coordinate with other departments like housekeeping and maintenance to ensure smooth operations.
Monitor safety and security procedures, including emergency planning.