Hotel front Office Operations Manager

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  • Hotel front Office Operations Manager

    New York

    Hospitality - Hotel

    Degrees Required:
    Not Specified

    Employment Type:

    Manages Others:


    Duties and Responsibilities

    Principal Accountabilities  

    • To ensure that Legendary Quality Standards are fully implemented, maintained and exceeded throughout Front Office to reach guest satisfaction
    • To monitor service delivery by implementing Richey action plans to meet and exceed our guests' expectations    
    • To monitor the successful implementation of the Total Training Concept and Legendary Service Training in Front Office, encouraging employee development and promoting a positive working environment
    • To encourage efficient and effective inter-departmental communication in order to promote teamwork
    • To liase with the sales team and the Reservation Manager to determine the yield strategy for the hotel, ensuring full knowledge is gained by the Reception team
    • To maximize room yields and to control overbooking strategies  by liaising with Reservations and the Rooms Division Manager, arranging book-outs according to company policy and ensuring complete guest satisfaction
    • To monitor the correct billing of revenues, cash control, float balances and credit balances of guest in-house 
    • To control the salaries and wages of the reception team
    • To handle the SMS system; ensuring correct data inputting and maintenance, to control access levels, to issue passwords and to change configurations
    • To maintain Yield management system

    Standard Tasks

    • To ensure that Hotel Group's grooming and appearance standards are maintained to demonstrate a professional image to guests
    • To oversee all arrivals, departures, room allocations and VIP amenities,  ensuring accurate information is communicated to the front office team relating to any upcoming special requirements
    • To support the front desk during busy check-in and check-out times, ensuring personalized and professional service delivery to our guests at all times
    • To ensure management presence in the lobby in order to build positive relations with our guests by encouraging their feedback and to provide effective support to our team 
    • To support the departmental trainer in their role, ensuring consistent delivery of training according to training action plans
    • To ensure guest complaints and comments are handled or monitored until full guest satisfaction is achieved
    • To monitor the updating and maintenance of guest history records
    • To prepare employee rosters in accordance with business requirements, ensuring flexible service to our guests at all times
    • To promote the hotel and its facilities in a warm and personalized manner, encouraging guests and visitors to return
    • To promote sales opportunities whilst driving and monitoring the up-selling programme at the front desk
    • To monitor room stock available for sale, maximizing yield whilst monitoring use of complimentary, house-use rooms and rooms not available for sale by liasing with housekeeping and engineering
    • To handle the control of credit balances of in-house guests as well as the correction allowances ensuring the accuracy of guest invoices
    • To monitor the processing of the Frequent Flyer Programme at  front desk
    • To conduct and attend meetings and perform lobby duty as per schedules
    • To carry out annual appraisals on all team members
    • To conduct departmental orientation for all new team members
    • To liase with the Training and Quality Assurance Manager on departmental training needs
    • To carry out any other reasonable requests as directed by your manager


    Our client, a  Hong Kong-based luxury hospitality and real estate investment management company is seeking a Front Office Manager for luxury boutique hotel in NYC.

    Scope of Position

    • To drive the Rooms Division strategies in the Front Office ensuring proactive, effective leadership for the Front Office team to aid meeting and exceeding our guest expectations, enhancing our reputation for excellence

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