Front Office Manager/フロントオフィスマネージャー

JOB OVERVIEW

From the moment our guests step into the hotel, their memorable experience begins. As the Front Office Manager, you will oversee all aspects of the front office operations—guest registration, porter services, business center, telephone services, concierge services, and reservations—ensuring that each guest enjoys a truly unforgettable stay. Additionally, it is the responsibility of the front desk to create an atmosphere where guests can feel as comfortable as if they were at home, no matter where they are in the world.

DUTIES AND RESPONSIBILITIES

Staff Management

• Manage daily staffing operations, plan and assign work, and set performance and skill development goals for team members. Provide mentoring, coaching, and regular feedback to improve team members' performance.
• Ensure team members receive guidance and training in compliance with national and regional laws and safety regulations. Verify that staff have received the necessary training and are equipped with the tools and knowledge required to perform their duties.
• Ensure team members receive appropriate training on system security, service, and quality standards.

Customer Service

• Ensure front office team members respond promptly and professionally to guests and recognize each guest as an individual.
• Upon guest arrival, greet them and take time for personalized interaction. Address guest complaints appropriately, solicit feedback, and build relationships to continuously improve guest satisfaction.
• Conduct regular inspections of the front office and public areas, and take immediate action if any defects are found.

Scope of Work

• Ensure payment methods and guest credit comply with hotel credit policies, and guarantee all transactions are handled securely.
• Provide team members with guidance on business phone operations and take responsibility as a communication hub in emergencies. Strive to build and maintain relationships with local fire, police, and emergency services.
• Perform any other assigned duties, which may include serving as the Duty Manager.

Financials

• Assist in preparing the department's annual operating budget and financial plans. Build inventory control systems and initiatives, and monitor budgets focusing on pricing strategies while managing labor and operating costs.
• Oversee night audit operations and daily financial reporting.
• Develop plans to increase occupancy and average daily rate (ADR) through walk-in guest acquisition and upselling at the front desk.

Required Skills

• A bachelor's degree in Hotel Management, Business Administration, or equivalent higher education, along with 3 years of work experience including management in front office or guest services.
• Fluent in English.
• Proficiency in additional languages is preferred.

職務概要

お客様が当ホテルに足を踏み入れた瞬間から、お客様の思い出に残る体験が始まります。 フロントオフィスマネージャーとして、フロントオフィスのあらゆる側面（宿泊者登録の手続き・ポーターサービス・ビジネスセンター・電話サービス・コンシェルジュサービス・宿泊ご予約など）を管理監督して、お客様の思い出に残る体験の実現に努めてください。 さらに、世界中どこでもお客様に自宅にいるようにくつろいでいただける雰囲気をつくり出すのもフロントデスクの仕事です。