Key Responsibilities:

1. Guest Services Management:

• Ensure smooth and efficient check-in and check-out processes.
• Address guest inquiries, concerns, and complaints in a professional and timely manner.
• Provide personalized services to guests to enhance their experience and loyalty.
• Oversee reservations, room assignments, and upgrades.
• Manage VIP guests and special requests, ensuring all details are met.

1. Team Leadership & Supervision:

• Supervise and lead the front office team, including receptionists, concierges, bell staff, and others.
• Train and develop front desk staff to ensure they are knowledgeable, professional, and customer-focused.
• Create and maintain staff schedules, ensuring adequate coverage during peak periods.
• Conduct regular performance evaluations and provide feedback to improve performance.

1. Operational Efficiency:

• Ensure front desk operations comply with hotel policies and procedures.
• Maintain up-to-date knowledge of the hotel’s services, amenities, and special offers to inform guests and staff.
• Handle all administrative tasks related to guest records, billing, and room assignments.
• Maintain the cleanliness and organization of the front office area.
• Oversee inventory management of office supplies and guest amenities.

1. Revenue & Financial Management:

• Assist in the implementation of pricing strategies to maximize revenue and occupancy rates.
• Handle guest billing and payments, ensuring accuracy in charges and payments.
• Ensure proper cash handling and balance of financial transactions.
• Analyze occupancy reports, revenue trends, and other key performance indicators (KPIs) to support hotel objectives.

1. Collaboration with Other Departments:

• Coordinate with housekeeping, maintenance, and food & beverage departments to ensure smooth operations.
• Communicate guest preferences, requests, and complaints to relevant departments.
• Work with the sales and marketing teams to promote hotel services and special packages.

1. Crisis Management:

• Respond to and manage emergency situations, ensuring guest and staff safety.
• Implement and oversee emergency protocols and procedures, including fire evacuations and medical incidents.
• Handle difficult guest situations with tact, maintaining professionalism under pressure.

1. Technology & Software:

• Utilize hotel management software (PMS) for room bookings, guest data, billing, and reporting.
• Ensure the proper functioning of front office technology, including the reservation system and check-in/check-out terminals.
• Maintain knowledge of online booking systems, OTA platforms, and revenue management tools.

1. Quality Control & Continuous Improvement:

• Regularly review guest feedback (e.g., surveys, online reviews) to identify areas for improvement.
• Implement service improvements based on guest feedback and operational insights.
• Monitor the performance of front office staff to ensure high service standards are consistently met.