Менеджер фронт-офиса

Key Responsibilities:

Lead and manage all Front Office operations, including Reception, Guest Relations, Butler Services, Concierge, Bell Desk, and Night Audit;
Ensure exceptional guest service standards and handle guest complaints promptly and professionally;
Monitor daily arrivals, departures, VIPs, room availability, and operational readiness;
Prepare duty rosters, manage attendance, leave planning, and staff scheduling;
Supervise, train, coach, and evaluate Front Office team performance;
Ensure compliance with hotel SOPs, brand standards, and service procedures;
Coordinate closely with Housekeeping, Engineering, Reservations, Sales, Security, and Finance to ensure smooth hotel operations;
Monitor room revenue opportunities, upselling performance, and Front Office productivity;
Prepare operational reports, forecasts, and departmental performance reports;
Ensure accurate cashiering, billing, cash handling, and shift closing procedures;
Control departmental expenses and support budget achievement;
Ensure the Front Office operates efficiently during hotel opening preparations and daily operations.
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Requirements:

Minimum 5 years of Front Office experience in a hotel environment;
Minimum 3 years of experience as a Front Office Manager or Assistant Front Office Manager.
Strong knowledge of Front Office operations, guest relations, reservations, cashiering, and night audit procedures;
Experience with hotel PMS systems (Opera experience is highly preferred);
Strong leadership, reporting, scheduling, coordination, and problem-solving skills;
Proven ability to manage large teams and work under pressure;
Excellent guest service, communication, and complaint-handling skills;
Fluent English and Russian is mandatory.
Excellent knowledge of MS Office applications;