Front Office Manager at Premium Swiss Hospitality

Job Summary

• A Hotel Front Office Manager oversees all front desk, concierge, bell staff, and night audit operations to ensure exceptional guest service, managing daily check-ins, reservations, and complaint resolution.
• They are responsible for training, scheduling, and supervising staff, maximizing room revenue, and coordinating with housekeeping and maintenance.

Key Responsibilities

• Team Leadership: Hiring, training, scheduling, and conducting performance reviews for front office staff.
• Guest Services: Managing the guest experience, handling high-level complaints, and managing VIP arrivals.
• Operational Oversight: Supervising daily check-ins/check-outs, reservations, and front desk appearance.
• Financial & Reports: Managing departmental budgets, maximizing room revenue, auditing, and preparing occupancy reports.
• Coordination: Acting as a liaison between front office, housekeeping, and maintenance departments.

Required Skills and Qualifications

• Experience: Previous experience in a supervisory role within the front office or hospitality, often in luxury settings.
• Communication: Excellent verbal and written English communication skills.
• Technical Knowledge: Proficiency with Property Management Systems (PMS) and Microsoft Office.
• Problem-Solving: Strong interpersonal and conflict-resolution skills to handle guest issues professionally.
• Education: A degree in Hospitality Management or a related field is often preferred but not always required.

Key Performance Indicators (KPIs)

• Guest satisfaction scores (e.g., GuestVoice, TripAdvisor).
• Front office budgetary goals and labor costs.
• Average Daily Rate (ADR) and Revenue Per Available Room (RevPAR).