Front Office Manager

Job Purpose

• To provide strategic leadership and management of all front office operations by ensuring seamless guest arrivals, stays, and departures, delivering exceptional customer service, maximizing room revenue, and maintaining efficient reception, reservations, and guest relations services in line with Beachfront Vipingo's service standards.

Key Duties and Responsibilities

• Plan, coordinate, and oversee all front office operations to ensure efficient reception, check-in, check-out, and guest service processes.
• Manage room reservations and inventory to maximize occupancy, revenue, and operational efficiency.
• Promote exceptional guest relations by ensuring prompt response to guest enquiries, requests, feedback, and complaints.
• Coordinate the arrival, stay, and departure of VIP guests to ensure personalized and memorable guest experiences.
• Oversee cash handling, billing, and front office financial transactions to ensure accuracy and accountability.
• Supervise night audit activities to ensure accurate financial reconciliation, reporting, and system integrity.
• Resolve guest complaints and service issues promptly while implementing effective service recovery measures.
• Monitor room occupancy, room rates, and revenue performance, and implement strategies to optimize revenue generation.
• Prepare staff schedules and allocate duties to ensure adequate staffing levels and efficient front office operations.
• Coordinate the training, coaching, and performance management of front office staff to enhance service quality and operational excellence.
• Perform any other duties as may be assigned by the General Manager from time to time.

Key Performance Indicators (KPIs)

• Guest satisfaction ratings for front office services.
• Average guest check-in time achieved within established standards.
• Average guest check-out time achieved within established standards.
• Reservation accuracy maintained within approved targets.
• Room occupancy achieved against approved targets.
• Front office revenue optimization through effective room inventory and rate management.

Education, Skills and Experience

Must have:

• Diploma in Front Office Management, Hospitality Management, Tourism Management, or a related field from a recognized institution. A Bachelor's Degree in Hospitality Management, Tourism Management, Business Administration, or a related field will be an added advantage.
• Minimum of Seven (7) years' relevant experience in front office operationspreferably in the hospitality industry.
• Strong knowledge of front office operations, reservations management, guest relations, revenue optimization, customer service, leadership, communication, conflict resolution, problem-solving, and proficiency in Property Management Systems (PMS), Point-of-Sale (POS) systems, and Microsoft Office applications.

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