Front Office Manager

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

• 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.

• 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 .