Front Office Manager at Glocient Hospitality

Job Description

We are looking out to hire a reliable and well-experienced Front Office Manager with an entrepreneurial, energetic personality.

As the front-line employee, your role will be extremely important for improving customer experience and satisfaction. You will lead your team and be responsible for guest services, controlling costs, and increasing departmental revenues.

• Directly supervise and provide leadership and guidance to Front Office Staff, ensuring consistent quality and superior guest service is provided.
• Play a lead role in the effective performance management of Front Office staff including, but not limited to, ongoing coaching & training, the performance appraisal process, and the progressive disciplinary process.
• Oversees room reservations, front office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenue.
• Ensures compliance with all Front Office policies, standards, and procedures, such as safety procedures, cash handling, and key security.
• Maintain information on prices, rates, special packages, programs, etc., while ensuring all staff is trained in all areas.
• Work with Department Heads in all areas to ensure smooth, efficient operations and good communication.
• Act as a primary liaison with guests and associates in matters that require immediate concern resolution, including any emergency situations that arise while on duty.
• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Provide guidance and direction to all associates to ensure they are adhering to all policies, standards, procedures, and regulations.
• Liaise with General Manager on all issues/feedback raised in internal and external reports.
• Establishes control systems for controllable costs and labor to effectively meet budget guidelines.
• Ensures that all team members clearly understand their job roles, responsibilities, and performance expectations.

Qualifications

• Bachelor’s degree in business administration, hospitality management, or related discipline.
• Minimum of 10 years of related work experience. Tourism, Resort, or Hospitality industry experience is an advantage.
• Extensive knowledge of Front Office operational procedures.
• Profound experience in customer service٫ office management and bookkeeping procedures.
• Sense of ownership and pride in your performance and its impact on the company’s success.
• Exceptional customer service, interpersonal and communication skills.
• Solid knowledge of MS Office, particularly Excel, and Word.