Front Office Manager at Bollard Consulting Limited

• Our client, in the hospitality sector seeks to hire a Front office manager. The primary responsibility of the role will be to oversee all aspects of the front desk and guest services operations, ensuring exceptional service and guest satisfaction. With a blend of leadership, hospitality expertise, and organizational skills, the Job holder will manage the front office team, coordinate guest arrivals and departures, and resolve guest inquiries and issues promptly.

Responsibilities

• Front desk operations
• Manage the day-to-day operations of the front desk, including check-in, check-out, room assignments, and guest registration, ensuring efficient and personalized service for all guests.
• Guest services
• Coordinate guest services, including luggage assistance, transportation arrangements, and concierge services, to enhance the guest experience and exceed their expectations.
• Staff training and development
• Recruit, train, and supervise front office staff, including front desk agents and concierge providing ongoing coaching and feedback to maintain high service standards.
• Reservation management
• To liaise closely with the Sales and Reservations on rate management as well to optimize occupancy and revenue and ensure accurate guest bookings.
• Revenue management
• Monitor room rates, occupancy levels, and revenue performance, analyzing trends and implementing pricing strategies to maximize room revenue and profitability.
• Guest relations
• Cultivate relationships with guests, anticipating their needs, addressing concerns, and proactively seeking opportunities to enhance their stay and exceed their expectations.
• Strong focus on development and implementation of departmental goals and projects in the areas of occupancy and yield management, guest service and standards, health and safety, and employee engagement.
• Security and safety
• Ensure compliance with hotel security and safety procedures, including guest identification, key control, and emergency response protocols, to maintain a safe and secure environment for guests and staff.

Qualifications

• Bachelor’s degree in Business Administration, Hotel/Hospitality Management or relevant field.
• At least 5 years experience as a Front Desk Manager or Reception Manager at a boutique luxury hotel/camp/resort.
• Understanding of all hotel management best practices and relevant laws and guidelines.
• Solid knowledge of MS Office, particularly Excel and Word.
• Knowledge of OPERA/FIDELIO System.
• Thorough knowledge of customer service, office management and basic bookkeeping procedures.
• Strong leadership and management skills.
• Proficiency in English (oral and written)
• Excellent communication and people skills.
• Good organizational and multitasking abilities.