Reporting Line: 

General Manager

Directly supervises:

All heads of departments.

Liaises with: 

General Manager, Marketing Manager, Head of Housekeeping, F&B manager

Job Summary:

We are looking for a responsible Front office manager who will be in charge of our reception area٫ acting as our company's ‘face’ and ensuring our visitors are properly welcomed. Must possess a pleasant personality together with a dynamic professional attitude to supervise and lead our team. Needs be able to deal efficiently with complaints and have a solid customer service approach. As the first face our visitors see when they enter our establishment, a Front Office Manager must be friendly, informative, and welcoming to visitors, and be able to handle questions, complaints, reservations, and bookkeeping.

Qualifications:

Education: 

• Undergraduate degree in management or related field or equivalent.

Experience: 

• 2+ years post qualification in a similar or related position in the Hospitality industry.

Personal attributes: 

• Proven ability to work under pressure
• Attention to detail
• Ability to be a pro-active and positive team member
• Computer literate
• Good interpersonal skills
• Excellent written and oral communication skills
• Ability to handle confidential information professionally
• Honest and of impeccable integrity.

Performance Criteria:

• Prompt and accurate preparation of daily revenue and cost reports.
• Excellent leadership and team building skills
• Excellent computer skills including Microsoft Office (Word, PowerPoint, Outlook and Excel)
• Coordination between relevant Heads of Departments
• Timely and accurate preparation of the unit’s daily reports to enable management access and monitor performance.
• Timely preparation of the unit’s budget.
• Efficient management of the Front Office team

Guest Satisfaction

• Promotes 100% guest satisfaction throughout the property. Instills the 100% guest satisfaction objective to hourly associates.
• Ensures that all guest-related issues are resolved in a manner consistent with the company’s goals and objectives.

KEY RELATIONSHIPS

Internal: 

• Staff in Front Desk
• Transportation
• Reservations
• Sales & Catering
• Security and Engineering
• Food and Beverage
• Accounting

External: 

• Hotel guests
• Tour companies, influencers and company representatives