Job Summary:
The Front Office Manager is responsible for ensuring smooth operations at the front desk, providing excellent customer service, and managing guest relations. This role involves handling guest check-ins and check-outs, managing reservations, and ensuring guest satisfaction through professional and efficient service.
Key Responsibilities:
- Process guest check-ins and room assignments following the hotel's rate structures, discounts, and upsell strategies while accommodating special requests whenever possible.
- Provide assistance as needed, including handling luggage, safety boxes, additional room keys, and arranging transportation.
- Collect payments in compliance with cash handling, credit card processing, and accounting policies and procedures.
- Answer inquiries about hotel services, in-house events, directions, local attractions, and more.
- Pre-register, block reservations, take same-day and future reservations, and follow procedures for room cancellations.
- Perform night audits during the midnight shift and prepare necessary reports.
- Handle inquiries related to loyalty memberships, including the management of "Preferred," "Gold," and "Platinum" members.
- Maintain punctuality, proper grooming, and a professional demeanor when communicating with guests and associates.
- Assist the Front Office Manager in managing the Front Office Team, including rostering, appraisals, and disciplinary actions.
- Perform any other tasks as requested by management.
Requirements:
- Must possess at least a Professional Certificate/NITEC in any field.
- At least 2 years of working experience in a related field.
- Preferably a Junior Executive specialized in Hotel Management/Tourism Services or equivalent.
