Front Office Manager
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Job Description
1. Front Office Operations
Oversee daily Front Office operations, including reception, concierge, airport representatives, drivers, porters, switchboard, night audit and gym operations.
Ensure efficient and professional guest check-in and check-out, room allocation, reservations coordination and handling of guest enquiries.
Manage VIP arrivals, group bookings, room assignments and special guest arrangements.
Monitor room availability, rates, occupancy, average daily rate and revenue performance to maximise profitability.
Ensure effective key control, guest security, billing accuracy, credit procedures and compliance with hotel policies.
Handle guest feedback and complaints promptly, implementing improvements to enhance guest satisfaction.
Coordinate with other departments to resolve operational issues and maintain high service standards.
Ensure Front Office equipment, supplies and facilities are properly maintained and available.
2. Revenue and Financial Management
Monitor departmental budgets, operating costs and financial performance, implementing corrective measures where necessary.
Apply approved room rates, discounts and billing procedures in accordance with hotel policies.
Review revenue reports, rate variances, credit checks and other operational reports to identify and address discrepancies.
Drive room revenue through effective upselling, yield management and occupancy optimisation.
3. Team Leadership and Development
Lead, motivate and supervise Front Office employees to achieve departmental objectives and deliver exceptional service.
Prepare staffing schedules based on occupancy forecasts and operational requirements.
Participate in recruitment, selection, onboarding and performance management of Front Office employees.
Identify training needs, implement departmental training plans and promote Radisson's Yes I Can! service culture.
Conduct regular team meetings, coaching and performance appraisals.
Support employee development, succession planning and career progression.
Address employee relations matters in collaboration with the People & Culture Department and hotel management.
4. Standards, Compliance and Responsible Business
Ensure compliance with applicable legislation, hotel policies, Radisson standards and operating procedures.
Maintain consistent service quality and professional standards across all Front Office functions.
Work closely with Finance, Housekeeping, Sales and other departments to ensure smooth hotel operations.
Promote teamwork, effective communication and continuous service improvement.
Participate in Responsible Business initiatives that support environmental sustainability and social responsibility.
Requirements
Function: Customer Service
Experience Level: Executive