Front Office Manager

Job Summary

​AX ODYCY, part of the finest collection of hotels in Malta, AX Hotels is looking for a Front Office Manager. We are renowned for our impeccable service, luxurious accommodations, and commitment to exceeding guest expectations. Situated in the heart of Qawra, our hotel blends modern elegance with timeless charm, offering guests an unforgettable experience. In this position, you will be responsible for overseeing all aspects of the Front Office operations to ensure seamless guest experiences from arrival to departure. You will lead a team of dedicated professionals, setting high standards for customer service, efficiency, and professionalism. The ideal candidate will have excellent communication skills, a passion for hospitality, and a proven track record of effective leadership in a similar role.

Responsibilities:

• Supervise and coordinate the activities of the Front Desk, Concierge, and Bell staff to ensure efficient operations and exceptional guest service.
• Train, mentor, and motivate front office team members to deliver personalized service and exceed guest expectations.
• Develop and implement standard operating procedures to streamline processes and enhance guest satisfaction.
• Manage room reservations, check-in/check-out procedures, and guest inquiries to ensure smooth operations and resolve any issues promptly.
• Monitor guest feedback and implement strategies to continuously improve service quality and guest satisfaction.
• Maintain accurate records, including guest information, room inventory, and financial transactions.
• Collaborate with other departments, such as Housekeeping and Maintenance, to ensure seamless communication and coordination of guest services.
• Handle guest complaints and emergencies in a professional and efficient manner, seeking resolution and maintaining guest satisfaction.
• Conduct regular performance evaluations and provide feedback to front office staff to foster growth and development.
• Stay updated on industry trends and best practices to ensure the hotel remains competitive in the market.
• Update the hotel’s reservation system daily.
• Process guest payments in a timely and efficient manner.
• Balance cash drawers at the end of each shift

Requirements:

• Bachelor’s degree in hospitality management or related field preferred.
• 3+ years of proven experience in a Front Office or a similar role within the hospitality industry.
• Strong leadership skills with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills.
• Proficient in property management systems and Microsoft Office Suite.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Exceptional organizational and problem-solving abilities.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to meet financial targets.
• Currently residing in Malta