Front Office Manager [ผู้จัดการแผนกต้อนรับ]

Requirements:

- Bachelor?s degree in Hospitality Management or related field (or equivalent experience).
- Proven experience as a Front Office Manager or in a similar leadership role at a luxury hotel.
- Strong understanding of front office operations, reservations management, and guest services.
- Proficiency in property management systems (e.g., Opera, Cloudbeds, or similar).
- Excellent communication and interpersonal skills, with the ability to lead a diverse team effectively.
- Problem-solving skills, attention to detail, and ability to remain composed under pressure.
- Fluent in English

Position Summary:
As the Front Office Manager at our 400-room in a hotel, you will be responsible for overseeing and leading the front office operations to ensure exceptional guest service, operational efficiency, and team collaboration. This role requires a dynamic leader who can manage a team, maintain high standards of hospitality, and ensure smooth operations in a fast-paced, high-volume environment catering to discerning guests and large-scale events.

Guest Services & Experience
- Ensure an exceptional arrival and departure experience for all guests, emphasizing warm welcomes and efficient check-in/check-out procedures.
- Address and resolve guest inquiries, feedback, and complaints promptly, ensuring satisfaction and loyalty.
- Collaborate with other departments (Housekeeping, F&B, Sales) to maintain seamless guest experiences.

Operations Management
- Supervise all front office activities, including reception, concierge, reservations, bell services, and night audit.
- Oversee room inventory management, ensuring optimal allocation for 8 room types and efficient use of the property?s 400 rooms.
- Monitor lobby operations, ensuring cleanliness, organization, and guest comfort.

Event Coordination
- Collaborate with the Sales and Banquet teams to ensure smooth operations for the hotel?s 19 meeting halls, including VIP guest arrangements and room blocks for events.
- Coordinate group arrivals/departures and ensure accurate billing for event-related accommodations.

Team Leadership
- Recruit, train, and mentor the front office team, fostering a positive and professional work environment.
- Conduct regular performance evaluations and provide coaching to maintain high service standards.
- Develop and implement training programs to enhance guest interaction and operational skills.

Financial & Administrative Duties
- Monitor departmental budgets, forecasting, and performance, ensuring cost control and profitability.
- Prepare and analyze front office operational reports, including occupancy, revenue, and guest satisfaction scores.
- Implement and maintain front office SOPs, ensuring compliance with hotel standards and brand guidelines.

Technology & Systems
- Utilize property management systems (PMS) and other hotel software to manage reservations, guest profiles, and reporting.
- Ensure team proficiency in all relevant systems to enhance efficiency and accuracy.