Front Office Manager

NH Bentota Ceysands Resort offers comforting familiarity based on three main pillars – value for money, the best location, and service with a human touch – making stays always a pleasure, time after time.

We are looking for an experienced, professional and enthusiastic Front Office Manager to lead the Front Office team at NH Bentota Ceysands Resort, Sri Lanka.

The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of leading your team and driving exceptional customer experiences.

Key Responsibilities Include:

• Providing an outstanding guest welcoming experience by demonstrating a commitment to service excellence and maintaining the front office and reception operational standards.
• Meeting guests and customers when they arrive and ensure they are settled in their rooms
• Maintaining professional, open and honest communication to assist guests and make accurate bookings
• Guide & support the team in providing outstanding guest welcoming and experiences.
• Ensuring that all daily tasks are completed accurately and in a timely manner
• Resolve & respond to guest complaints in a timely and professional manner. 
• Maintain accurate guest accounts and assist with daily reporting
• Effectively manage team roster to meet budgets.
• Support Hotel Manager with recruitment

To be successful in this role you will have:

• Minimum 2+ years experience at a managerial level within a Hotel environment
• Exceptional people management skills, with the ability to lead and motivate a diverse team
• Excellent written and verbal communication skills.
• Exceptional customer service skills and an unwavering positive attitude.
• Understanding of Trust accounting
• A passion for delivering exceptional, pro-active customer service.
• Ability to handle VIP guests and difficult situations professionally.
• Excellent written and verbal communication skills
• Understanding of reservation systems, billing, and room inventory
• Availability to work a variety of shifts, including weekends and public holidays if required. 
• First Aid or Emergency Response certification would be added qualification.