Front Office Manager

Compensation: Competitive Salary with Benefits

Job Overview
The Front Office Manager will oversee all guest-facing operations, manage key sales channels, and implement strategies to increase revenue and guest satisfaction. This role requires a blend of hospitality expertise, sales acumen, and team leadership.

Key Responsibilities:
Front Office Operations: Supervise Front Office/Guest Service Team, uphold high service standards, and ensure guest satisfaction through seamless daily operations.
Revenue Optimization: Manage and Monitor all Revenue Generating platforms (e.g., Booking.com, Airbnb) for optimal listing performance, applying strategic pricing, and implementing promotions and direct booking incentives to maximize occupancy and guest spending.
Customer Relationship Management: Build long-term relationships with guests and corporate clients through effective CRM and loyalty programs.
Team Leadership & Training: Lead, train, and develop the front office team to enhance performance and meet organizational goals.
Guest Experience Excellence: Provide a seamless and personalized guest experience by managing check-ins, check-outs, and promptly addressing inquiries, ensuring a warm and welcoming environment.
Efficient Reservations Management: Oversee all aspects of guest reservations, cancellations, and special requests, ensuring accuracy and a meticulous attention to detail in managing bookings.
Operational Oversight: Ensure the front office operates smoothly and efficiently, maintaining the ambiance and standards expected at a luxury property.
Conflict Resolution: Respond to guest concerns or issues swiftly, exercising sound judgment to maintain a positive experience and resolve any challenges.
Sales Operations: Develop sales strategies and Collaborate with the Sales Department for revenue optimization.
New Property Onboarding: Collaborate across teams to integrate new properties, update SOPs, train staff, and launch promotional campaigns to ensure organizational standards.
Reporting and Analysis: Generate performance reports, analyze trends, and recommend strategic improvements to management.
Interdepartmental Collaboration: Work closely with Guest Experience, Operations, and Marketing teams, aligning efforts to enhance guest experience.

Qualifications:
Bachelor’s Degree in Hospitality, Business, or a related field
5 years of experience and above in a managerial or senior front desk/office role within luxury hotels, high-end short let apartments, or premium hospitality settings.
Strong knowledge of OTA platforms and CRM systems strategy
Demonstrated ability to lead and motivate a team, with a focus on guest satisfaction and operational efficiency.
Familiarity with hospitality management software and strong command of Microsoft Office Suite.
Exceptional verbal and written communication skills, with a focus on professionalism and discretion.
Willingness to work flexible hours, including weekends and holidays, to meet operational demands.