Front Desk Manager

Description

Job Summary: Coordinate and supervise all front desk activities, ensuring excellence in guest service and operational efficiency. Key Highlights: 1. Lead and supervise the front desk team 2. Resolve guest complaints and special requests 3. Ensure customer satisfaction and organizational results Front Office Manager 1\. Position Identification Position: Front Desk Manager / Front Office Manager Department: Accommodation / Front Desk Subordinates: Front Desk Agents, Attendants, Bellhops 2\. Position Objective Ensure excellence in guest service by supervising and coordinating all front desk activities, guaranteeing operational efficiency, adherence to hotel quality standards, and integration with other departments, thereby achieving guest satisfaction and organizational goals. 3\. Key Responsibilities Manage and supervise the front desk team, ensuring compliance with shift schedules, internal policies, and service standards. Coordinate check-in, check-out, reservation, guest service, and operational support processes. Handle guest complaints, conflicts, and special requests, seeking prompt and effective solutions. Monitor hotel occupancy, overbooking, no-shows, and upselling strategies. Prepare and analyze operational and financial reports, including revenue, room nights, performance indicators, and guest satisfaction metrics. Ensure accurate recording of expenses, payments, billing, and front desk cash reconciliation. Train, develop, and evaluate team performance, promoting continuous improvement in service delivery. Ensure compliance with security protocols, confidentiality requirements, and internal policies. Maintain ongoing communication with Housekeeping, Maintenance, Food & Beverage, and Sales departments. Represent the hotel when serving VIP guests and strategic partners. 4\. Position Requirements Education: Completed or ongoing undergraduate degree in Hospitality Management, Tourism, Business Administration, or related fields. Experience: Minimum of 1–3 years in leadership roles within front desk or hospitality operations. Technical Knowledge: Hotel management systems Administrative and financial procedures Team management Customer service 5\. Behavioral Competencies Leadership Clear and effective communication Organization and planning Decision-making Proactivity Employment Type: Full-time Compensation: R$4,000.00 per month