Reporting to the Director of Rooms, the Front Office Manager is responsible for the following but is not limited to:
RESPONSIBILITIES:
- Direct and guide the Front Office team to ensure smooth and efficient operations across Front Desk, Royal Service, and Guest Services
- Foster a collaborative team environment by modeling best practices, active listening, and providing timely, constructive feedback
- Achieve high levels of guest and colleague satisfaction while adhering to company policies and procedures
- Oversee and coordinate all Front Office and related operations to ensure seamless service delivery
- Build and maintain strong working relationships with key departments, including Reservations, Housekeeping, Engineering, Restaurants, Sales, and Conference Services
- Develop colleague schedules in line with budget guidelines, ensuring optimal coverage and operational efficiency; adjust room allocation during low occupancy to maximize housekeeping productivity
- Recruit, interview, select, and develop colleagues to build a high-performing team
- Coach and support colleagues to consistently deliver service excellence and create memorable guest experiences
- Attend pre-conference meetings and ensure all operational details are clearly communicated and executed
- Liaise with VIP and special attention guests, ensuring accommodations are properly prepared; greet and escort VIPs when possible
- Support the development and maintenance of departmental manuals, ensuring all materials remain current and relevant (e.g., safety procedures, hours of operation, promotions, and service standards)
- Conduct monthly team meetings, including documentation and follow-up on key actions
- Design, implement, and monitor colleague engagement and incentive programs to drive service quality and revenue performance
- Complete new hire and annual performance evaluations in a timely and effective manner
- Prepare and manage the department’s operational budget
- Monitor, track, and resolve guest feedback and concerns promptly
- Develop and update job descriptions and standard operating procedures for all roles and shifts
- Perform other duties as assigned