Front Office Manager

 The Historic Warwick Melrose is seeking an energetic individual that is goal oriented, has great attention to detail and excels in guest service.  Come join a team that is ready to learn and follow in the direction of excellence.

About the Role:

The Front Office Manager plays a pivotal role in ensuring the smooth and efficient operation of the front desk and guest services in the hotel. This position is responsible for leading and supervising the front office team to deliver exceptional customer service, manage guest relations, and maintain operational standards. The Front Office Manager oversees daily front desk activities, including check-in and check-out processes, reservations, and handling guest inquiries or concerns promptly and professionally. This role requires collaboration with other departments to enhance guest satisfaction and optimize workflow. Ultimately, the Front Office Manager ensures a welcoming and organized front office environment that supports the overall success and reputation of the organization.

Minimum Qualifications:

• High school diploma or equivalent; a bachelor’s degree in hospitality management or related field is preferred.
• Minimum of 3 years experience in front office operations, with at least 1 year in a supervisory or managerial role.
• Strong knowledge of front office procedures, reservation systems, and customer service standards.
• Proficiency in property management software (PMS) and Microsoft Office Suite.
• Excellent communication and interpersonal skills.

Preferred Qualifications:

• Bachelor’s degree in hospitality management, business administration, or a related field.
• Experience working in a hotel, resort, or similar hospitality environment.
• Familiarity with multiple property management systems and booking platforms.
• Certification in hospitality management or customer service excellence.
• Bilingual abilities or proficiency in additional languages.

Responsibilities:

• Supervise and coordinate front office staff activities to ensure efficient and courteous service delivery.
• Manage guest check-in and check-out procedures, ensuring accuracy and timeliness.
• Handle guest complaints and resolve issues promptly to maintain high levels of guest satisfaction.
• Oversee reservation management and ensure proper communication with housekeeping and other departments.
• Train, mentor, and evaluate front office team members to promote professional development and adherence to company policies.
• Maintain accurate records of guest information, billing, and daily transactions.
• Develop and implement front office policies and procedures to improve operational efficiency.
• Prepare reports on front office performance, occupancy, and guest feedback for senior management.
• Coordinate with maintenance and security teams to ensure a safe and comfortable environment for guests and staff.
• Manage inventory of front office supplies and equipment to ensure availability and functionality.

Skills:

The Front Office Manager utilizes strong leadership and organizational skills daily to coordinate team activities and ensure seamless front desk operations. Effective communication skills are essential for interacting with guests, resolving conflicts, and collaborating with other departments. Proficiency with property management software and reservation systems enables accurate handling of bookings and guest information. Problem-solving skills are applied to address guest concerns promptly and maintain satisfaction. Additionally, the ability to train and mentor staff supports continuous improvement and adherence to service standards.