Front Office Manager

Gale Hotels•Miami, FL

23d

About The Position

The Front Office Manager is responsible for overseeing the daily operations of the front desk, ensuring smooth and efficient check-in/check-out processes, and providing exceptional customer service to guests. This role involves managing front desk staff, concierge, valet, bell staff and PBX operators, coordinating guest requests, and maintaining a welcoming and professional atmosphere. The Front Office Manager will also work closely with other departments to ensure guest satisfaction and address any concerns promptly. This position will also work as a Lobby Greeter creating a positive and welcoming environment while ensuring smooth operations in the lobby and valet area. You will be responsible for greeting visitors, assisting with directions, and providing top-tier customer service.

Requirements

Proven experience in hotel front desk or customer service roles, with at least 3 years in a supervisory capacity.
Strong leadership and team management skills.
Excellent communication, interpersonal, and problem-solving abilities.
Ability to remain calm and composed in high-pressure situations.
Knowledge of front office operations, including reservations, guest services, and billing.
Proficiency with hotel management software (e.g., Opera, Fidelio, etc.) and Microsoft Office.
Strong organizational skills with the ability to multitask and prioritize.
Flexible schedule availability, including evenings, weekends, and holidays.

Responsibilities

Manage daily operations at the front desk, ensuring high standards of guest service and satisfaction.
Supervise, train, and evaluate front desk staff, concierge, bell staff and PBX operators ensuring adherence to hotel policies and procedures.
Coordinate check-in/check-out processes, ensuring accuracy in guest billing and reservations.
Resolve guest complaints and concerns promptly and professionally, maintaining a positive guest experience.
Monitor and maintain the front desks inventory of supplies, ensuring adequate stock levels.
Handle special guest requests and ensure they are fulfilled in a timely manner.
Work closely with housekeeping, maintenance, and other departments to ensure guest satisfaction.
Oversee the scheduling of front office shifts to always ensure adequate coverage.
Maintain and update guest records, ensuring confidentiality and compliance with data protection laws.
Conduct regular front desk audits, reporting any discrepancies or issues to the Director of Front Desk.
Assist with the development and implementation of front desk training programs.
Ensure proper security protocols are followed at the front desk, including guest verification and access control.
Support marketing and sales efforts by assisting with guest loyalty programs and promotional activities.
Prepare reports on front desk performance, guest feedback, and other relevant metrics.