Duties and Responsibilities:

Guest Services

• Welcome and assist guests upon arrival, ensuring a warm and professional experience.
• Handle guest inquiries and complaints promptly, offering effective solutions to enhance guest satisfaction.
• Respond to guest inquiries and reviews on online platforms such as Booking.com and Expedia.
• Oversee and manage the check-in and check-out processes, ensuring efficiency and accuracy.
• Monitor guest satisfaction, resolve issues, and ensure a positive guest experience throughout their stay.

Team Leadership and Training

• Lead, motivate, and train the front office team to deliver excellent customer service.
• Organize training sessions to enhance the team’s skills in customer service and front office operations.
• Monitor team performance, providing guidance and feedback to ensure operational excellence.
• Ensure the appearance of the front desk area is welcoming, clean, and organized at all times.

Operations Management

• Ensure the accurate entry of all guest details into the property management system (PMS).
• Manage billing, payments, and cash transactions securely and accurately.
• Monitor daily guest accounts, charges, and invoices to ensure accuracy.
• Maintain and update the logbook to ensure the clear communication of daily activities and handovers.
• Assign rooms based on guest preferences and availability to optimize occupancy.
• Coordinate with other departments (Housekeeping, Maintenance, Reservations) to ensure a seamless guest experience.

Sales and Performance

• Drive front office upselling efforts to maximize room revenue.
• Encourage and support the front office team to meet individual and team sales targets.
• Monitor and track sales performance, offering training and strategies to achieve goals.
• Collaboration with Management
• Work closely with hotel management to implement strategies that improve guest satisfaction and operational efficiency.
• Contribute to the preparation of reports related to front office operations, including performance, occupancy, and guest feedback.