Front of the House Manager
Front of the House Manager
Reports to: General Manager/Director of Operations
Job Summary:
We are seeking an experienced and dynamic Front of the House Manager to oversee all aspects of our hotel’s front-of-house operations. The ideal candidate will ensure exceptional guest experiences by leading our front desk, concierge, and guest services teams. You will be responsible for managing daily operations, addressing guest concerns, and maintaining high service standards.
Key Responsibilities:
Operations Management: Oversee daily front desk operations, ensuring all procedures are followed for check-ins, check-outs, and room assignments.
Guest Relations: Maintain a strong focus on guest satisfaction; promptly address guest inquiries, concerns, and special requests, ensuring positive experiences.
Staff Leadership: Train, supervise, and mentor front-of-house staff, fostering a professional and friendly work environment. Conduct regular performance evaluations.
Communication: Coordinate with housekeeping, maintenance, and other departments to ensure seamless service delivery and resolve any operational issues.
Budget Management: Assist in managing the front office budget, including monitoring expenses and evaluating financial performance.
Quality Assurance: Implement and uphold standard operating procedures (SOPs) for guest services and front desk functions.
Feedback Management: Gather and analyze guest feedback, implementing improvements where necessary to enhance service quality.
Crisis Management: Handle guest complaints and emergencies effectively, demonstrating strong problem-solving skills.
Qualifications:
Experience: Previous experience in hotel management or a similar role (3-5 years) is preferred.
Education: A degree in hospitality management or a related field is advantageous.
Skills: Strong leadership, organizational, and communication skills; proficiency in hotel management software and computer systems.
Customer Focus: Proven ability to provide exceptional guest services and resolve issues effectively.
Flexibility: Willingness to work varied shifts, including evenings, weekends, and holidays.
Additional Attributes:
** Strong attention to detail and the ability to multitask in a fast-paced environment.
** Professional appearance and demeanor.
** Friendly, approachable attitude with excellent interpersonal skills.
