Responsibilities
1. Supervise Front Office Operations
Oversee daily front office activities, including check-in/check-out, reservations, and guest inquiries to ensure smooth and efficient operations.
2. Deliver Excellent Guest Service
Ensure guests receive professional, courteous, and timely service while handling complaints and resolving issues effectively.
3. Manage Administrative Functions
Maintain accurate guest records, room status, reports, cash transactions, and other front office documentation in compliance with company procedures.
4. Coordinate with Internal Departments
Liaise with Housekeeping, Maintenance, Security, Finance, and other departments to ensure guest requests and operational requirements are fulfilled promptly.
5. Lead and Develop the Front Office Team
Supervise, guide, and support front office staff and ensure adherence to SOPs, and promote continuous improvement in service quality.
6. Manage Reservations and Room Inventory
Monitor room availability, oversee reservation accuracy, optimize room allocation, and maximize occupancy while minimizing booking discrepancies.
7. Ensure Compliance with Policies and Standards
Enforce company policies, health and safety regulations, security procedures, and standard operating procedures (SOPs) to maintain operational excellence.
8. Prepare Operational Reports and Monitor Performance
Prepare daily and monthly operational reports, monitor key performance indicators (KPIs), identify improvement opportunities, and recommend corrective actions to management.
Requirements
Qualifications & Education
. Diploma or Bachelor's Degree in Hospitality Management, Business Administration, Hotel Management, or a related field.
Experience
. Minimum 2-3 years of experience in Front Office, Hospitality, or Customer Service.
. At least 1 year of supervisory or team leadership experience is an advantage.
Technical Knowledge / Skills
. Proficient in Microsoft Office (Word, Excel, Outlook).
. Knowledge of Property Management System (PMS) or hotel reservation systems.
. Strong administrative, reporting, cash handling, and record management skills.
People's Knowledge / Skills
. Excellent communication and interpersonal skills.
. Strong leadership, coaching, and team management abilities.
. Good problem-solving, customer service, and conflict resolution skills.
