Key Responsibilities:

Guest Experience & Service Excellence:

• Oversee and manage the daily operations of the Front Desk, ensuring seamless and efficient check-in, check-out, and telephone services.
• Set and maintain the highest standards of guest service, consistently monitoring and improving guest satisfaction scores (e.g., managing post-stay surveys).
• Handle all escalated guest complaints and complex situations with professionalism, ensuring swift resolution to maintain brand reputation.

Team Management & Development:

• Recruit, train, schedule, and supervise all Front Office staff (e.g., Receptionists, Porters, Concierge).
• Conduct regular performance reviews and provide continuous coaching and mentorship to develop a high-performing team.
• Ensure all staff are knowledgeable about hotel services, local attractions, current promotions, and emergency procedures.

Revenue Management & Financial Oversight:

• Work closely with the Revenue Manager to manage room inventory, occupancy levels, and maximize Average Daily Rate (ADR).
• Oversee the Night Audit process to ensure accuracy in daily financial reporting and compliance with accounting procedures.
• Manage departmental budgets, control costs, and minimize revenue loss from no-shows or payment discrepancies.

Operational & Administrative Control:

• Maintain detailed knowledge of the Property Management System (PMS, e.g., Opera, Fidelio) and ensure all user data is accurate and secure.
• Liaise with the Housekeeping and Maintenance departments to coordinate room status, repairs, and special guest requests.
• Manage key control procedures and ensure strict adherence to hotel security and data privacy policies.

Required Qualifications & Skills:

• Experience: Minimum of 3-5 years of experience in a Front Office supervisory or management role, preferably in a full-service hotel.
• Leadership: Proven leadership skills with the ability to motivate, train, and manage a diverse team in a fast-paced environment.
• Technical Proficiency: Expert-level proficiency with a major hotel Property Management System (PMS).
• Communication: Exceptional verbal and written communication skills; highly professional telephone and email etiquette.
• Problem-Solving: Ability to think quickly, manage multiple tasks simultaneously, and resolve guest issues under pressure.
• Financial Acumen: Strong understanding of hotel revenue management principles, cash handling, and basic accounting practices.
• Education: A Bachelor’s degree in Hospitality Management, Business Administration, or a related field is preferred.