The Front Office Manager is responsible for interviewing new employees, making sure that all new employees are fully trained and able to perform their job. This position requires you to lead this customer service team. Answering questions, taking difficult telephone calls, analyzing the front desk budget, setting schedules and welcoming guests. Qualifications: 1) University graduate. 2) Prior hotel and management experience Essential Job Functions: 1) Assist in the hiring process in conjunction with the Rooms Director. 2) Provide ongoing supervision of the Front Office staff. 3) Ability to work flexible work hours and with the assigned schedule. 4) Execute front desk selling strategies –Upselling 5) Review staff shift and cash handling for errors. 6) Attend meetings and communicate with other departments in relation to the performance of the front desk. 7) Be knowledgeable and capable of performing all Front desk tasks. 8) Ensure guests are registered swiftly and efficiently. 9) Contact the relevant departments when a guest issue is reported. 10) Conduct regular department meetings. 11) Cover all shifts that are open. 12) Provide training to new and existing agents. 13) Have complete knowledge of the software system. 14) Assist the clerks/supervisors in checking in/out guests. 15) Communicate with the housekeeping department in regards to guest rooms. 16) Operate the department within guidelines in the absence of the manager.
Ability to input and access data in computer
Ability to understand guest inquiries and provide responses.
Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
Ability to focus on guests' needs, remaining calm and courteous.
Ability to think clearly, quickly and make concise decisions.
Ability to prioritize, organize and follow up.
Ability to work well under pressure of multiple arrivals/departures within any given period of time.
Ability to focus attention on details.
Great customer service skills/ guest relations training.
Ability to maintain confidentiality of all guests and hotel information.
Ability to ensure security of guest room access
Ability to stand for extended periods of time.
Having a great personality and patience.
Ability to work cohesively with other departments and co-workers as part of a team.
