Front Office Manager

Job Title: Front Office Manager

Company: Shamin Hotels

Department: Operations

Reports To: General Manager and Assistant General Manager

Supervision: Front Desk Agent, Reservationist, Night Auditor

Pay Structure: Paid Bi-weekly

Position Overview:

The Front Office Manager is responsible for ensuring timely and accurate customer service, scheduling shifts, and supervising front desk personnel. The front office manager facilitates training and supports front desk staff, handling complaints and specific customer requests, managing the reception area, enforcing hotel policies, and ensuring guest services are exemplary. Applicants should have experience in the hospitality industry and demonstrate a commitment to customer service.

Responsibilities:

• Supervises Front Desk staff: hiring, firing, performance evaluations, training, and development.
• Maintains standards of guest service quality.
• Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Contributes to the profitability and guest satisfaction perception of other hotel departments.
• Develops short-term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.
• Increases the level of guest satisfaction by delivering an improved product through employee development, job engineering and a quality image.
• Manages the reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling by employees.
• Maintains procedures for credit control and handling of financial transactions.
• Maintains procedures for the security of monies, guest security, and emergency procedures.
• Receives department-related guest complaints and ensures corrective action is taken.
• Schedules staff according to labor standards and forecasted occupancy.
• Ensures cross-selling of other Shamin Hotels by hotel staff.
• Knows and complies with all company policies and procedures about this position and its duties.

Top Requirements:

• Team Up: Be Golden, Collaborate and Help Others Succeed.
• Own It: Be a role model, Embrace Responsibility, and Keep Learning.
• Passionately Serve: Be Positive, Care Deeply and Create Memories.