Front office manager

Front Desk Manager Position Summary The Front Desk Manager is responsible for the overall management of the Front Desk operation, guest services, reservations administration, daily revenue controls, and Front Desk staff performance. The role ensures that all reservations, guest documentation, payments, communications, and daily operational tasks are completed accurately and on time.

Key Responsibilities

1. Front Desk Operations Manage the daily Front Desk operation and ensure proper coverage for all shifts. Ensure smooth guest check-in and check-out. Handle guest enquiries, requests, complaints, and service recovery. Ensure Front Desk staff provide professional and consistent customer service.

Monitor daily arrivals, departures, stayovers, room changes, extensions, and special requests. Ensure proper shift handovers and follow-up of outstanding matters. 2. Reservations & Cloudbeds Monitor all new reservations received through: Booking.

com Agoda Expedia and other OTAs Direct bookings Email WhatsApp/telephone Ensure every reservation is correctly reflected in Cloudbeds. Verify guest names, dates, room types, rates, payment status, remarks, and booking documents. Ensure required documents are uploaded to Cloudbeds immediately.

Check for reservations or documents that have not been properly migrated or uploaded. Prevent duplicate bookings, missing bookings, incorrect room allocation, and reservation errors. 3. Daily Revenue & Payment Control Ensure all accommodation charges are correctly posted.

Check credit-card charging and outstanding payments daily. Follow up on declined cards and unpaid reservations. Reconcile OTA payments, direct payments, cash, and other payment methods. Identify incorrect rates, unauthorized discounts, or revenue leakage. Escalate discrepancies to Management immediately.

Ensure staff do not manually override rates or provide unauthorized discounts. 4. Rate & Inventory Control Check that the correct rates and room availability are displayed acros