Front Office Manager

RESPONSIBILITIES: Front Office Management: • Supervise and coordinate front office activities, including check-in/check-out procedures, guest services, and reservations. • Ensure a seamless and efficient check-in/check-out process for guests. • Monitor and respond to guest feedback and requests promptly. • Implement and maintain effective communication strategies with other hotel departments. • Develop and implement strategies to enhance guest loyalty and repeat business. Guest Services: • Develop and maintain high standards of guest service, ensuring a positive and memorable guest experience. • Address guest concerns and inquiries in a timely and effective manner. • Implement training programs for staff to enhance guest service skills. • Coordinate with other departments to enhance overall guest satisfaction. • Develop and implement personalized guest recognition programs. Revenue Management: • Work closely with the revenue management team to optimize room rates and occupancy levels. • Implement strategies to maximize room revenue and profitability. • Monitor and analyze room statistics, trends, and market demand. • Implement effective upselling techniques to enhance revenue. • Collaborate with sales and marketing teams to drive revenue through promotions and packages. Team Leadership: • Recruit, train, and develop a high-performing team within the rooms division. • Foster a positive and collaborative work environment. • Conduct regular performance evaluations and provide constructive feedback. • Lead by example and inspire the team to uphold Hilton's brand standards. • Develop and implement employee engagement initiatives. Budget Management: • Collaborate with the finance department to develop and manage the rooms division budget. • Monitor and control expenses to ensure financial objectives are met. • Provide input for capital expenditure planning related to the rooms division. • Conduct regular cost analysis to identify areas for cost savings and efficiency improvements. Additional Job Tasks: Quality Assurance: • Implement and monitor Hilton quality assurance programs to ensure consistency in service and cleanliness. • Conduct regular audits and inspections to maintain Hilton's brand standards. • Lead initiatives for continuous improvement in service quality. Training and Development: • Identify training needs within the rooms division and develop relevant training programs. • Foster a culture of continuous learning and professional development. • Stay updated on industry trends and best practices. Emergency Response: • Develop and implement emergency response plans related to the rooms division. • Ensure staff is trained on emergency procedures and response protocols. Community Engagement: • Represent the hotel in local community events and initiatives. • Identify opportunities for the hotel to contribute to the local community.