Principle Accountabilities
- Leads, mentors, and trains front office staff, including receptionists and guest service agents, to deliver high levels of customer service
- Schedules staff to ensure adequate coverage during peak periods and manage employee performance
- Ensures a seamless check-in and check-out process for guests
- Addresses guest concerns and complaints promptly, taking corrective actions when necessary to guarantee satisfaction
- Oversees reservations processes and ensure that all bookings are handled accurately and efficiently
- Coordinates with other departments to manage room inventory and availability
- Maintains accurate records of front office operations, including financial transactions, guest preferences, and room assignments
- Prepares reports on occupancy, revenue, and department performance to be shared with management
- Promotes a positive environment and culture within the front office team, encouraging teamwork and collaboration
- Establishes and maintain relationships with guests to foster loyalty and repeat business
- Monitors front office budgets and expenditures, ensuring that costs are controlled and profitability is maximised
- Assists in setting and achieving revenue targets for the front desk and overall operations
- Enforces hotel policies and procedures regarding guest services, safety, and security
