The key leader responsible for overseeing all front office operations, ensuring exceptional guest service, efficient administrative processes, and seamless coordination between departments. Leads and inspires a team of front office staff to deliver memorable experiences that exceed guest expectations.
Key Responsibilities:
- Provide strategic leadership and direction for all aspects of front office operations, including check-in/check-out procedures, guest services, concierge, reservations, and administrative tasks.
- Lead, mentor, and motivate a team of front office supervisors, agents, and support staff, fostering a culture of excellence, teamwork, and continuous improvement.
- Develop and implement standard operating procedures (SOPs) and training programs to ensure consistency, efficiency, and adherence to brand standards.
- Monitor and evaluate guest satisfaction metrics, feedback, and reviews, implementing initiatives to enhance the guest experience and drive loyalty.
- Collaborate closely with other hotel departments, including housekeeping, engineering, food and beverage, and sales, to ensure seamless communication and coordination.
- Manage room inventory, pricing strategies, and distribution channels to optimize occupancy, revenue, and profitability.
- Oversee the administration of guest reservations, including group bookings, cancellations, modifications, and billing procedures, utilizing hotel management software.
- Handle escalated guest inquiries, complaints, and special requests, resolving issues promptly and effectively to ensure guest satisfaction.
- Maintain accurate records and reports related to front office operations, including occupancy rates, revenue, expenses, and performance metrics.
- Stay abreast of industry trends, technology advancements, and best practices in hospitality management, implementing innovative solutions to improve efficiency and guest service.
Skills Required
- Experience leading and managing front office staff and supervisors
- Experience developing and implementing SOPs and training programs
- Knowledge of check-in/check-out, reservations, billing, and concierge operations
- Experience managing room inventory, pricing strategies, and distribution channels
- Ability to handle escalated guest inquiries, complaints, and special requests effectively
- Experience monitoring guest satisfaction metrics and implementing improvements
- Proficiency with hotel management software
What We Do
Dusit Thani Guam Resort is a luxury five-star beachfront resort located on Tumon Bay in Guam. As a branch of Dusit International, it blends Thai hospitality with world-class facilities, offering panoramic ocean views, luxurious suites, and a convention center. The resort provides a premium experience for both business and leisure travelers in the heart of the Pacific.
