Front Office Manager at IBIC Investment Holdings

Job Overview

The Front Office Manager will oversee all guest-facing operations, manage key sales channels, and implement strategies to increase revenue and guest satisfaction. This role requires a blend of hospitality expertise, sales acumen, and team leadership.

Key Responsibilities:

• Front Office Operations: Supervise Front Office/Guest Service Team, uphold high service standards, and ensure guest satisfaction through seamless daily operations.
• Revenue Optimization: Manage and Monitor all Revenue Generating platforms (e.g., Booking.com, Airbnb) for optimal listing performance, applying strategic pricing, and implementing promotions and direct booking incentives to maximize occupancy and guest spending.
• Customer Relationship Management: Build long-term relationships with guests and corporate clients through effective CRM and loyalty programs.
• Team Leadership & Training: Lead, train, and develop the front office team to enhance performance and meet organizational goals.
• Guest Experience Excellence: Provide a seamless and personalized guest experience by managing check-ins, check-outs, and promptly addressing inquiries, ensuring a warm and welcoming environment.
• Efficient Reservations Management: Oversee all aspects of guest reservations, cancellations, and special requests, ensuring accuracy and a meticulous attention to detail in managing bookings.
• Operational Oversight: Ensure the front office operates smoothly and efficiently, maintaining the ambiance and standards expected at a luxury property.
• Conflict Resolution: Respond to guest concerns or issues swiftly, exercising sound judgment to maintain a positive experience and resolve any challenges.
• Sales Operations: Develop sales strategies and Collaborate with the Sales Department for revenue optimization.
• New Property Onboarding: Collaborate across teams to integrate new properties, update SOPs, train staff, and launch promotional campaigns to ensure organizational standards.
• Reporting and Analysis: Generate performance reports, analyze trends, and recommend strategic improvements to management.
• Interdepartmental Collaboration: Work closely with Guest Experience, Operations, and Marketing teams, aligning efforts to enhance guest experience.

Qualifications:

• Bachelor’s Degree in Hospitality, Business, or a related field
• Minimum of 5 years of experience and above in a managerial or senior front office role within luxury hotels, high-end short let apartments, or premium hospitality settings.
• Strong knowledge of OTA platforms and CRM systems strategy
• Demonstrated ability to lead and motivate a team, with a focus on guest satisfaction and operational efficiency.
• Familiarity with hospitality management software and strong command of Microsoft Office Suite.
• Exceptional verbal and written communication skills, with a focus on professionalism and discretion.
• Willingness to work flexible hours, including weekends and holidays, to meet operational demands.