Front Office Manager

1 week ago

Athens, Attica, Greece DIVANI COLLECTION HOTELS Full time

Company Description

Established in 1958, Divani Collection Hotels (Divanis Group) is Greece's first legacy hospitality group known for luxury, comfort, and impeccable service. With 7 luxury hotels in Greece, we prioritize refinement, comfort, and tailored services to create a true home away from home for our guests. We hold multiple awards, among which as "Best Greek Hotel Brand" and "Top Employer of Choice" -the result of our 7-decade commitment towards hospitality excellence.

Role Description

The Front Office Manager oversees the day-to-day operations of the front desk and reception areas, ensuring efficient guest services, smooth operations, and a positive first impression for clients or visitors. This role requires excellent leadership, communication, and problem-solving skills to manage staff, coordinate with other departments, and maintain service standards.

Key Responsibilities

  • Supervise and ensure smooth check-in and check-out processes.

  • Handle guest complaints and resolve issues promptly and professionally.

  • Maintain high standards of customer service to maximize guest satisfaction.

  • Anticipate guest needs and ensure personalized service.

  • Lead, train, and supervise front office staff, including receptionists, concierge, and bell staff.

  • Schedule staff shifts to ensure adequate coverage.

  • Conduct performance evaluations and provide coaching and support.

  • Foster a positive and professional team environment.

  • Oversee front desk operations, including reservations, billing, and cashiering.

  • Ensure compliance with company policies, procedures, and safety regulations.

  • Maintain accurate records of guest accounts, room assignments, and operational reports.

  • Coordinate with housekeeping, maintenance, and other departments for seamless operations.

  • Ensure accurate cash handling, billing, and financial reporting.

  • Track occupancy rates, revenue reports, and guest feedback for management review.

  • Oversee and maintain property management systems (PMS) and front desk software.

  • Ensure staff are trained in using relevant technology and reporting tools.

  • Implement process improvements to enhance efficiency.

Other Responsibilities

  • Ensure lobby and reception areas are well-maintained and presentable.

  • Develop and implement front office policies, procedures, and service standards.

  • Stay updated on hospitality trends and best practices to continuously improve service.

Skills & Qualifications

  • 5 years of proven experience as a Front Office Manager or similar role in hospitality/customer service.

  • Strong leadership, organizational, and multitasking skills.

  • Excellent communication and interpersonal abilities.

  • Proficiency in PMS/hotel management software (preferably Protel)

  • Problem-solving mindset with attention to detail.

Benefits

  • Satisfactory remuneration package

  • Professional development opportunities

All applications will be strictly confidential based on the EU regulation 2016/679, GDPR, according to legislation on personal data protection.

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