The Front Office Manager / Assistant Front Office Manager oversees the operations of the front desk and guest services in a hotel or similar establishment. Key responsibilities include managing staff, ensuring exceptional guest experiences, and handling reservations and check-ins/check-outs. The Front Office Manager also monitors the front office budget, implements policies and procedures, and addresses any guest concerns or complaints. Strong leadership, excellent communication skills, and a thorough understanding of hospitality operations are essential for success in this role, along with the ability to multitask and maintain a positive atmosphere for both guests and staff.

Responsibilities:
a. Front Office Operations Management:
1) Oversee the daily operations of the front desk, reservations, and guest services
2) Ensure smooth check-in and check-out processes, addressing any guest concerns promptly
3) Monitor and maintain the hotel’s property management system (PMS) and other relevant software
4) Ensure accurate handling of guest accounts, billing, and cashiering procedures

b. Guest Experience:
1) Ensure all guests receive a warm welcome and personalized service throughout their stay
2) Handle guest complaints and resolve issues in a timely and professional manner
3) Implement strategies to enhance guest satisfaction and loyalty
4) Maintain a visible presence in the lobby to interact with guests and address their needs
5) Personally check all VIP rooms, escort and bid farewell to all VIP quests. Also to ensure VIP service is extended to every guest

c. Team Leadership:
1) Recruit, train, and supervise front office staff, including front desk agents, concierge, and reservations team
2) Conduct regular performance evaluations and provide coaching and feedback to team members
3) Create and manage staff schedules to ensure adequate coverage during peak periods
4) Foster a positive and collaborative work environment

d. Administrative Duties:
1) Prepare and analyze front office reports, including occupancy, revenue, and guest feedback
2) Monitor and control front office expenses within the budget
3) Maintain accurate records of guest interactions, incidents, and special requests
4) Collaborate with other departments to ensure seamless communication and coordination
5) Attend and chair all Front Office scheduled meetings as well as meetings called at random by Management
6) Conduct regular operational meetings to review, monitor, adjust and upgrade the performance of the Front Office as a whole, explaining new directions and policies and procedures at the same time

e. Revenue Management:
1) Maximize room revenue by managing room inventory and implementing upselling strategies
2) Monitor competitor pricing and market trends to adjust rates and promotions accordingly
3) Work closely with the sales and marketing team to make bookings and occupancy

f. Compliance and Standards:
1) Ensure compliance with hotel policies, procedures, and brand standards
2) Maintain a safe and secure environment for guests and employees
3) Stay updated on industry trends and best practices to improve front office operations

Requirements:
- Minimum 5-8 years of experience in front office operations, preferably in the hospitality industry. At least 3 years of experience in a supervisory or managerial role. Experience working in Macau or familiarity with the local market is an advantage
- High school diploma or equivalent is required. Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred
- Relevant certificates in hospitality or guest service management are a plus
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Proficiency in hotel management software (e.g., Cambridge) and Microsoft Office Suite
- Ability to multitask and work under pressure in a fast-paced environment
- Fluency in English and Chinese (Cantonese and/or Mandarin) is highly desirable
- Macau ID holder only

If you are a dedicated professional looking to make an impact in the hospitality industry, please email your resume with photo and salary expectations to: recruitment@cchotel.com.mo