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Front of House Manager

1 month ago

กรงเทพมหานคร, Thailand Aman Full time

Aman:
At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, experiences and products which transform our guests’ perspectives and daily lives. To achieve our ambitions, we capitalise on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ‘Aman way of life’ - a mindset shared by our guests and employees which creates a lifelong sense of belonging driven by our values of:
Invest in individuality - fostering an environment where each person can push boundaries, take risks and challenge norms.

Nurture pathfinder spirit - exploring experiences, opportunities and locations which transform into new exciting ventures.

Act like owners - taking the charge, leading by example and an immense sense of pride in their work.

Celebrate communities - ensuring that every member of our community is looked after and nurtured in a compassionate, respectful and collaborative manner.

**Location**:
This position is located at Aman Nai Lert, in Bangkok, Thailand.

Overview:
As an integral part of our commitment to ensuring a seamless and secure experience for our guests, the Front of House Manager plays a pivotal role in orchestrating the front-line operations of our organization. This position is responsible for overseeing and executing efficient and guest-focused front office procedures, while maintaining the highest standards of service and security.

**Responsibilities**:

- Ensure exceptional guest services by leading the front office team in providing a welcoming and efficient check-in and check-out experience.
- Oversee daily front desk operations, including reservations, guest inquiries, and requests, to ensure smooth and timely processes.
- Collaborate with the security team to maintain a secure environment for guests and staff, adhering to security policies and protocols.
- Lead, train, and motivate front office staff to deliver outstanding customer service and maintain a positive work atmosphere.
- Manage reservations, ensuring accuracy, availability, and prompt response to inquiries and booking requests.
- Handle guest feedback, concerns, and complaints professionally and promptly, striving to exceed guest expectations.
- Coordinate with other departments to ensure a seamless guest experience and address operational challenges.
- Prepare for emergency situations, working closely with the emergency response team to ensure guest safety.
- Ensure proper functionality of front office technology systems, such as property management software and reservation systems.
- Maintain accurate records of guest interactions, transactions, and incidents, ensuring compliance with regulations.

Qualifications:

- Proven experience in front office management roles, preferably within the hospitality industry.
- Strong understanding of front office operations and guest services.
- Exceptional leadership skills to effectively manage and inspire a diverse front office team.
- Excellent communication skills, both verbal and written, for interactions with guests, staff, and stakeholders.
- Strong problem-solving abilities to address operational challenges and provide effective solutions.
- Ability to handle high-pressure situations, maintain composure during emergencies, and execute emergency protocols.
- Detail-oriented approach to maintaining accurate records and ensuring operational efficiency.
- Familiarity with local laws and regulations related to guest safety, security, and hospitality operations.