About the role
- Manage guest check-in and check-out procedures, ensuring a seamless and welcoming experience for all guests
- Oversee reservation management and coordinate with the reservations team to optimize occupancy and revenue
- Handle guest inquiries, requests, and complaints with professionalism and resolve issues promptly to ensure guest satisfaction
- Supervise and coordinate front office staff, including bell desk, concierge, and housekeeping liaison teams
- Manage cash handling, billing processes, and point-of-sale transactions with accuracy and adherence to financial protocols
- Maintain security protocols, including key management, access control, and guest privacy protection
- Coordinate with other departments (housekeeping, maintenance, food and beverage) to ensure operational efficiency and guest service excellence
- Prepare and maintain accurate front office reports, including occupancy reports, revenue summaries, and incident documentation
- Implement revenue management strategies to maximize hotel profitability and occupancy rates
- Train, mentor, and develop front office team members to maintain high service standards and professional conduct
- Ensure compliance with hotel policies, procedures, and industry regulations
- Monitor and manage guest feedback, implementing improvements based on guest comments and suggestions
- Assist with special events, VIP guest services, and customized requests to enhance guest experiences
Required Qualifications:
- High school diploma or equivalent; hospitality or business certification preferred
- Minimum 3-5 years of front office experience in a 4-star or luxury hotel environment
- Proven experience in guest services, reservation management, and front desk operations
- Strong knowledge of hotel management systems (PMS) and point-of-sale (POS) software
- Excellent communication and interpersonal skills with the ability to manage diverse guest interactions
- Proficiency in cash handling, billing processes, and financial reconciliation
- Demonstrated ability to lead and supervise front office teams effectively
- Strong organizational and multitasking abilities in a fast-paced environment
WHAT IS IN IT FOR YOU:
- Come As You Are
- Work With Purpose
- Grow, Learn and Enjoy
- Explore Limitless Possibilities