Front Office Manager at Universal Human Resource Consult

Job Summary

A reputable organization seeks a dedicated Front Office Manager to oversee daily operations of the front office department. This role is responsible for ensuring smooth guest check-in/check-out procedures, delivering excellent customer service, and coordinating efficiently among front office staff. The Front Office Manager is key to creating a positive first and last impression for guests while maintaining high standards of hospitality and professionalism.

Key Responsibilities

• Supervise and manage all front office operations including reception, reservations, concierge, and guest services
• Ensure efficient check-in/check-out procedures and prompt, courteous guest service at all times
• Maintain high standards of customer service, promptly addressing and resolving guest complaints and inquiries
• Coordinate with other departments (Housekeeping, Maintenance, Food & Beverage, etc.) to ensure seamless guest experience
• Train, supervise, and evaluate front office staff to maintain service excellence
• Prepare staff schedules and manage shift allocations to ensure adequate coverage
• Oversee room assignments, reservations, and occupancy reports
• Monitor room rates, availability, and revenue opportunities in collaboration with the sales and reservations team
• Ensure compliance with hotel policies, procedures, and standards
• Maintain accurate records of guest accounts, billing, and payments
• Generate daily, weekly, and monthly front office reports for management review
• Implement and promote up-selling techniques to maximize revenue
• Handle VIP guests, group check-ins, and special requests with discretion and professionalism

Qualifications and Skills

• Bachelor's degree or Diploma in Hospitality Management, Business Administration, or related fields
• Minimum of 5 years of experience in front office operations, preferably in a hotel environment
• Strong leadership, communication, and interpersonal skills
• Excellent organizational and multitasking abilities

Location

Lagos, Nigeria