Job Title: Front of House Manager
Department: Front Office
Reports To: Director of Operations
Location: Carton House, A Fairmont Managed Hotel
Job Type: Full time permanent
Job Summary:
The Front of House Manager is responsible for managing the daily operations of the hotel's front desk and guest services team to ensure a seamless check-in/check-out experience and the highest standards of guest satisfaction. This role is a key representative of the hotel, often being the first and last point of contact for guests.
Key Responsibilities:
- Oversee all front desk operations including guest check-in and check-out, reservations, room assignments, and guest inquiries.
- Lead, train, schedule, and supervise the front office team (including receptionists, concierge, bell staff, and night auditors).
- Ensure the highest level of guest service is delivered consistently, handling VIPs and special requests professionally.
- Manage the front office budget, monitor occupancy, revenue, and front office KPIs.
- Address and resolve guest complaints and issues promptly and effectively.
- Coordinate with Housekeeping and Maintenance to ensure rooms are ready and guest issues are resolved efficiently.
- Ensure all front office procedures are in line with company policies and brand standards.
- Maintain accurate records for billing, guest accounts, and reports for management review.
- Ensure compliance with health, safety, and security regulations.
- Foster a positive and motivated team environment to support staff development and high morale.
Requirements:
Education:
- Diploma or Degree in Hospitality Management, Business Administration, or a related field desirable.
Experience:
- Minimum 2+ years in a hotel front office management role.
- Experience with hotel property management systems (PMS) such as Opera is strongly preferred.
Skills & Competencies:
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Exceptional guest service and problem-solving abilities.
- Well-organized and detail-oriented with the ability to multitask.
- Proficient in MS Office and front office software systems.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Working Conditions:
- Based in the hotel lobby/front desk area.
- Fast-paced environment with high guest interaction.
- Shift work, including nights and weekends, may be required.