Job description

SUMMARY

The Front Office Manager, reporting directly to the Director of Operations, is responsible for overseeing all front office operations, ensuring that guests receive exceptional service from the moment they check-in to the time they check out. This role includes managing the front desk team, ensuring operational efficiency, maintaining guest satisfaction, and handling guest inquiries and issues with professionalism and poise.

The Front Office Manager will ensure to deliver the following business objectives subject to the budget and annual targets: departmental revenue, guest satisfaction score (OSAT), quality audit score (QA), payroll %, loyalty programme enrolment (Wyndham Rewards), employee engagement and departmental Health & Safety audit compliance. 

KEY RESPONSIBILITIES 

• Oversee all front office functions, including check-in, check-out, room assignments, and guest services.

  
  

• Ensure that front desk staff follow hotel and brand policies and procedures for room reservations, payments, and guest interactions.

  
  

• Maintain the accuracy of guest records and billing information in the property management system.

  
  

• Address guest complaints and concerns promptly, ensuring timely resolutions.

  
  

• Assist with VIP and special guest check-ins, ensuring an outstanding guest experience.

  
  

• Monitor guest satisfaction levels (OSAT) and taking appropriate corrective action to drive performance. 

  
  

• Recruit, train, and manage the front desk and concierge team, ensuring high service standards.

  
  

• Conduct regular team meetings, regular individual one-to-one meetings, conducting yearend performance reviews, and training sessions to ensure the development and engagement of the front office team.

  
  

• Drive employee engagement in the department by continuously involving the team in the engagement focus groups and action planning. 

  
  

• Establish work schedules and ensure proper staffing levels to meet operational needs.

  
  

• Collaborate with other departments (housekeeping, maintenance, reservations, etc.) to ensure seamless guest services and smooth hotel operations.

  
  

• Maintain clear and effective communication between front desk staff and other departments to resolve issues related to room status, guest requests, and special events.

  
  

• Assist with managing the hotel's room inventory to maximize revenue opportunities (e.g., up-selling, managing room availability).

  
  

• Handle cash and credit transactions accurately, ensuring the security of all financial transactions.

  
  

• Monitor and control departmental expenses to meet budget targets.

  
  

• Ensure that the front office operates in compliance with hotel safety, security, and service standards.

  
  

• Keep up to date with industry trends, hotel policies, and local regulations to implement best practices and ensure guest safety.

  
  

• Handle emergency situations and resolve any operational issues promptly.

  
  

• Ensure that current information on rates, packages, and promotions is available at the Front Desk and that team members is aware and knowledgeable about current offerings. 

  
  

• Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations. 

  
  

• Monitor communication logs and ensure that guest requests are followed up within minutes. 

  
  

• Monitor the team members' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel. 

  
  

• Monitor and ensure that all cashiering procedures comply with accounting policies and standards namely: 

  
  

1. a) Shortages/overages 

   
   

2. b) Late charges 

   
   

3. c) Petty cash/paid outs 

   
   

4. d) Adjustments 

   
   

5. e) Posting charges 

   
   

6. f) Payment methods/processing 

   
   

7. g) Cashier reports 

   
   

8. h) Balancing receipts 

   
   

• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures. 

  
  

• Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests. 

  
  

• Promotes the Wyndham Rewards program and ensures enrollment targets are met, and that the team is trained and confident on how to drive enrollments. 

  
  

• Follow up on assignments given by the Operations Manager / General Managers

  
  

It is not the intent of this Job Description to cover all aspects of the position but to highlight the most important areas of responsibility.