• Manage and supervise the Front Office team fostering a cooperative and high-achieving work environment.• Guarantee that guests receive outstanding service throughout their stay, maintaining the highest levels of hospitality and satisfaction.• Handled guest complaints and inquiries with an emphasis on providing outstanding customer service.• Management, when necessary, of room inventory and rate adjustments, including openings, closings, and rates changing through the channel manager.• Management, monitoring and reporting of online review platforms and TrustYou and ReviewPro programs.• Offer direction, training, and assistance to staff, focusing on their professional development while maintaining consistent service excellence.• Play a key role in recruiting, selecting, and training front office staff, including managing shift schedules.• Work with Heads of Departments (HODs) to ensure the smooth execution of all operational activities.• Implement and enforce hotel policies and procedures to ensure cleanliness, safety, and quality in guest rooms and common areas.• Perform GM / RDM duties in their absence.

• Develop and implement policies and procedures for the front office to ensure effective and efficient operations.• Oversee and direct front desk staff to maintain smooth operations and deliver high-quality customer service.• Handle guest reservations, check-ins, and check-outs to guarantee accurate and timely processing.• Address guest inquiries, complaints, and requests swiftly and effectively to resolve issues and ensure satisfaction.• Keep detailed and current records of guest information and financial transactions.• Compile and analyze daily reports to detect trends and identify areas for improvement.• Manage and replenish the inventory of office and guest supplies and equipment as needed.• Ensure the front desk area remains clean, organized, and welcoming at all times.• Train, mentor, and motivate front desk staff to uphold excellent customer service standards.• Take on the role of Front Desk Manager / Duty Manager in her absence.

• Execute all procedures for guest check-ins and check-outs.• Handle reservations received through online platforms and telephone.• Inform guests about payment options and verify their credit card details.• Welcome guests upon arrival and assign them to their rooms.• Provide details on hotel amenities, room availability, and pricing.• Resolve guest complaints promptly and with professionalism.• Coordinate with the housekeeping team to ensure rooms are clean, organized, and fully prepared for guests.• Offer additional services and upgrades when suitable.• Maintain current records of bookings and financial transactions.

• Management of daily operations, including check-ins, check-outs, bookings and management and monitoring of credit invoices.• Perform duties according to quality standards and procedures.• Solve guest issues and complaints effectively.• Handle administrative tasks such as revenue audits and reporting.• Improve reception processes and implement new technologies.• Work with other departments to ensure an exceptional guest experience.