Front Desk Receptionist/Front Office Manager
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Key skills for this role
Role Overview
The role combines Front Desk Receptionist and Front Office Manager responsibilities in a hotel front office environment.
The position provides guest service and manages front desk activities; Front Office Managers also lead the front desk team and monitor service standards.
Key Skills for This Role
Full Job Posting
Position Overview
The role combines Front Desk Receptionist and Front Office Manager responsibilities in a hotel front office environment.
The position provides guest service and manages front desk activities; Front Office Managers also lead the front desk team and monitor service standards.
Guest and Front Desk Operations
- Welcome guests, manage enquiries, reservations, cancellations, check-ins, check-outs, room allocations, and special requests.
- Provide information about hotel facilities, local attractions, transportation, and other guest requirements.
- Handle complaints and requests, manage front desk communications, and maintain accurate guest records and documentation.
- Process payments, invoices, deposits, guest accounts, and other financial transactions accurately.
Coordination and Standards
- Coordinate with housekeeping, reservations, maintenance, food and beverage, and other departments for smooth operations.
- Maintain front desk presentation, cleanliness, professionalism, guest confidentiality, security, and service standards.
- Prepare and review daily reports, occupancy information, guest feedback, and front office performance.
- Identify operational issues and implement improvements to guest satisfaction and service efficiency.
Front Office Management
- Front Office Managers lead, train, schedule, and supervise the front desk team and monitor overall front office performance.
- Support upselling of rooms, services, packages, and other hotel facilities where appropriate.
Requirements
- Previous experience in front desk, reception, hotel, hospitality, customer service, or a similar role.
- Front Office Manager candidates need team leadership or front office supervision experience.
- Excellent customer service, communication, interpersonal, organizational, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment and remain calm under pressure.
- Comfort handling payments, guest accounts, and basic financial procedures.
- Fluent English is required; additional languages are advantageous.
- Flexible availability, including evenings, weekends, and public holidays when required.
- Knowledge of hotel reservation and property management systems is advantageous.
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