Our client in the hospitality industry is looking for a Front Office Manager to operate a 15-room Boutique Hotel. Reporting to the CEO, the chosen candidate will:
Operate and supervise the 24-hour hotel reception to meet the hotel’s agreed standards;
Ensure timely and efficient check-ins and check-outs for all guests;
Handle group check-ins/check-outs efficiently and take the lead when on shift;
Address guest queries and complaints in a polite and friendly manner to ensure guest satisfaction;
Ensure all guest complaints and concerns are logged in the daily handover log and followed up appropriately;
Ensure bedrooms are set up and ready for check-in according to the advertised times;
Coordinate with the Housekeeping (HK) and Food and Beverage (F&B) teams to ensure meeting rooms are set up when required;
Supervise the House Keeping team and conduct bedroom inspections in the absence of the Head Housekeeper;
Monitor and manage the atmosphere in public areas, including controlling heating, lighting, and entertainment systems (music/TV);
Provide clear briefings and guidance to staff at the beginning of each shift;
Monitor staff punctuality, attendance, and performance, addressing any issues proactively;
Promote staff development to ensure service standards are upheld;
Motivate the team to refer sales leads and maximize upselling opportunities;
Audit and input all reservations into the Property Management System (PMS) accurately;
Review daily arrival lists to ensure accurate guest information;
Maintain an organized handover procedure by reading and updating the daily handover log;
Adhere to hotel cash-handling procedures and ensure all monies are securely stored;
Balance financials at the end of each shift, reviewing credit card and cash reports;
Reconcile and bank cash takings weekly;
Conduct stock control for stationery, ensuring purchasing and stocktaking align with the Profit & Loss (P&L) requirements;
Encourage the team to proactively identify and refer sales leads to management, actively seek opportunities to generate sales and enhance revenue through upselling;
Continuously look for ways to improve hotel efficiency and enhance knowledge of job functions;
Ensure smooth daily operations through effective problem-solving and communication
Requirements
Strong leadership and team management skills.
Excellent communication and customer service abilities.
Strong organizational and multitasking skills.
Ability to work efficiently under pressure in a fast-paced environment.
Flexibility to work shifts, including weekends, and holidays.
Commitment to maintaining a professional and friendly attitude towards both guests and team members.
Education and Experience
Proven experience in hotel reception/front desk operations, preferably in a supervisory role.
Good knowledge of Property Management Systems (PMS) and financial reporting.
Proficient in both verbal and written Maltese and English language, and must be located in Malta .
