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Front Office Manager/Front Desk Supervisor

Introduction

Welcome to Thind Management, a family-owned management company where we strive to provide exceptional service and unforgettable experiences to our guests at our properties. With a passion for hospitality and a commitment to teach, we at Thind Management strive to share our knowledge with team members to reach new heights. We live and breathe Thind's motto "We'll Take It from Here". Our team of experienced leaders are dedicated to delivering the highest standards of training, providing tools, and ensuring professional growth of our team members.

Job Summary

We are seeking a highly motivated and experienced Front Office Manager who is responsible for overseeing the day-to-day operations of the front desk at a hotel. Front Office Manager ensures the efficient guest check-in and check-out processes, handles guest inquiries and requests, and provides exceptional customer service. This role requires strong leadership skills, attention to detail, and the ability to handle guest issues effectively.

Core Job Responsibilities & Duties

• Supervise and assist front desk agents in performing their duties, ensuring smooth operations and efficient guest service
• Coordinate guest check-in and check-out processes, ensuring accuracy in registration, payment and room assignment procedures
• Handle guest inquiries, requests, and complaints, resolving issues promptly and to the guest's satisfaction
• Maintain a guest-centric approach, providing exceptional customer service and ensuring guest satisfaction
• Address guest concerns and complaints professionally, escalating issues as necessary
• Monitor guest feedback and reviews, identifying areas for improvement and implementing appropriate measures
• Train and mentor front desk agents, ensuring they have the necessary skills and knowledge to perform their role effectively
• Provide ongoing coaching and feedback to enhance guest service skills and problem-solving abilities
• Conduct regular performance evaluations and identify opportunities for training and development
• Communicate effectively with other hotel departments to ensure smooth operations and guest satisfaction
• Coordinate with housekeeping to ensure timely room readiness and cleanliness standards
• Collaborate with the General Manager to implement policies, procedures, and service standards
• Prepare and maintain front desk reports, including occupancy reports, guest arrival and departure lists, and revenue reports
• Assist in managing room inventory and reservations, optimizing room occupancy and revenue
• Handle cash and payment transactions, ensuring accuracy and compliance with hotel procedures
• Collaborate with the sales team to identify and pursue opportunities for business growth, including corporate accounts, group bookings, and event bookings
• Support the GM in leading, motivating, and developing a high-performance team
• Foster a positive work environment that promotes teamwork, collaboration, and employee engagement
• Ensure compliance with all applicable laws, regulations, and hotel policies, including health, safety, and security standards
• Implement and monitor quality assurance programs to uphold brand standards and deliver a consistent guest experience
• Assist GM or hold regular briefings and meetings with all heads of departments - daily huddles, weekly management meetings, etc.
• Ensure all decisions are made in the best interest of the hotel and management
• Ensure compliance with all local, state, and federal regulations
• Perform any other duties as assigned by Executive team & Ownership

Qualification Standards & Company Requirements

• High school diploma or equivalent (required); bachelor's degree in Hospitality Management or a related field (preferred)
• Previous experience in front desk operations or guest services, with some supervisory experience (preferred)
• Excellent customer service and communication skills
• Strong problem-solving skills and ability to handle guest issues effectively
• Proficient in hotel management systems, property management systems, and relevant software
• Detail-oriented with strong organizational and multitasking skills
• Ability to work under pressure and adapt to changing situations
• Proficient in hotel management systems, property management systems, and relevant software
• Proficient in Microsoft Office and hotel & restaurant software(s)
• Must have a flexible work schedule

*Please note that specific job requirements and responsibilities may vary depending on the company's policies, size, and other factors*