FRONT OFFICE MANAGER

Responsibilities:
This is one of the most critical roles in the organization as the Front Office Manager helps establish the first vital impression of the guests. A good Front Office Manager creates a great arrival and welcome experience for the guests. One of the top responsibilities for this position is to make sure that your team of receptionists working on the Front Desk are well-trained, friendly, offer a warm Thai welcome and facilitates a speedy, efficient check-in and check-out service for guests.

  • Provides managerial support for the Reception, Concierge and Bell staff
  • Offers professional and exemplary service to all guests upon check-in and all-throughout their stay
  • Assists guests queries regarding hotel facilities and services in a helpful way
  • Manages and trains the concierge, night auditor and the team of receptionists
  • Ensures that the Front Desk provides professional and friendly service for the guests
  • Interacts with the guests, including answering incoming calls and addressing their complaints when they come to the desk
  • Continually develops and conducts training to the receptionists
  • Ensures the proper collection of correct guest details upon registration
  • Helps creates and manages guest database
  • Troubleshoots emergencies
  • Schedules staff rotation, plan and assigns tasks
  • Liaises with other departments such as Sales and Marketing, F and B, Security, Housekeeping and etc.
  • Follows department policies, procedures, and service standards

Qualifications:

  • At least 2 years’ experience in a Front Office Manager position (previous experience in a 5 star International hotel would be an advantage)
  • Bachelor’s degree in Tourism, Management, Hospitality or similar field
  • Highly organized, results-oriented with the ability to be flexible and work well under pressure
  • Excellent communication skills with good command of the English language
  • Good spoken and/or written knowledge of other languages will be an advantage
  • Operational knowledge and proficiency in Front Office Systems (Comanche, Opera) and MS Office (Word, Excel, PowerPoint)

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