Front Office Duty Manager

SUMMARY:
Our client is seeking a professional and customer-focused Front Office Duty Manager to join their team at their luxurious 5-star game lodge. In this role, you will oversee the day-to-day operations of the front desk and guest services, ensuring the highest level of hospitality and guest satisfaction. You will manage a team of front office staff, coordinate guest arrivals and departures, and handle any issues or requests to ensure a seamless and exceptional guest experience throughout their stay.

POSITION INFO:
Key Responsibilities:

• Supervise and manage front office operations, including guest check-in/check-out, reservations, and guest inquiries.
• Ensure that all guests receive a warm welcome and exceptional service throughout their stay.
• Lead, train, and motivate the front office team, ensuring adherence to lodge standards and policies.
• Handle guest complaints or issues promptly, professionally, and efficiently, ensuring positive resolutions.
• Ensure smooth communication between departments, such as housekeeping, food & beverage, and activities, to ensure seamless service.
• Monitor and maintain the front desk area, ensuring it is clean, organized, and well-stocked.
• Manage the rooming of guests, upgrades, and special requests, ensuring all preferences are met.
• Oversee daily guest reports and ensure all billing, payments, and guest accounts are handled accurately.
• Assist with the coordination of lodge activities and special events, ensuring guests have access to tailored experiences.

• Previous experience in a front office or guest services role, preferably in a 5-star or luxury hospitality environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills, with a strong ability to build rapport with guests and staff.
• Exceptional problem-solving abilities and attention to detail.
• Ability to work well under pressure in a fast-paced and dynamic environment.
• Knowledge of reservation systems and front office operations.
• Ability to handle guest requests and complaints with professionalism and discretion.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• A passion for delivering exceptional guest experiences in a luxury setting.