Role Objective:
If you are a passionate hospitality leader who thrives in a fast-paced environment and loves developing people, we want you on our leadership team.
You will work side-by-side with the Front Office Manager to generally administer front office functions and supervising staff, lead, inspire, and elevate our front-of-house teams including Front Desk, Concierge, Guest Services, and Switchboard.
This is a hands-on leadership role where you will split your time between strategic operational planning and being present on the floor, coaching your team in real-time.
Core Duties and Responsibilities
Supervise, train, and mentor Front Office supervisors and agents to maintain high service standards.
Assist in creating weekly schedules, managing labor costs, and conducting performance evaluations.
Foster a positive, collaborative, and inclusive work environment where team members feel valued and motivated.
Manages day-to-day operations and staff, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Collaborates with the Front Office Manager on ways to continually improve departmental service.
Ensures compliance with all Front Office policies, standards and procedures.
Maintain a strong presence in the lobby during peak check-in/check-out hours to support the team and greet VIPs.
Smoothly resolve guest complaints with empathy and empowerment, turning a negative situation into a loyal guest relationship.
Oversee daily arrivals, departures, room assignments, and billing procedures using our Property Management System (PMS).
Ensure compliance with all financial controls, cash handling policies, and safety/security procedures.
Work closely with Housekeeping and Sales to ensure seamless room readiness and guest fulfillment.
Drive front desk upselling programs to maximize room revenue.
Participates in department meetings.
Perform any other duties as may be allocated.
Key Competencies
Results-Oriented & Proactive
Collaborative Negotiator
Client & Business-Centric
Adaptable Multi-tasker
Organized & Strategic Planner
Strong Communicator
Job Specifications and Qualifications
Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
Minimum of 2 years of hospitality experience in a Front Office or Guest Services role, with at least 1 year in a supervisory or team lead capacity.
Proficiency with Property Management Systems.