Front Office Manager [National candidates only]

We are seeking an experienced Front Office Manager to lead the pre-opening setup and ongoing operation of the Front Office, Reservations, and Guest Services functions. This role is responsible for building the department from the ground up — SOP development, systems setup, staffing, and training — while ensuring full compliance with Wyndham Garden brand standards for guest arrival, service, and departure experiences. Post-opening, the Front Office Manager drives seamless guest service delivery, occupancy and rate integrity, and brand-standard hospitality across all guest touchpoints.

Key Responsibilities
Pre-Opening Strategy & Brand Setup
• Lead pre-opening planning for Front Office, Reservations, Concierge, and Guest Services, including staffing structure and departmental budget.
• Develop and implement Standard Operating Procedures (SOPs) for check-in/check-out, reservations, guest handling, and VIP protocols in compliance with Wyndham Garden brand standards and the Property Improvement Plan (PIP).
• Coordinate the setup and testing of the Property Management System (PMS), Wyndham's central reservation system, and Wyndham Rewards enrollment processes ahead of opening.
• Support recruitment and pre-opening training of the Front Office team, ensuring brand-standard service readiness by launch.
• Establish rate loading, room inventory setup, and distribution testing across GDS/OTA channels in coordination with Revenue Management and Sales.
Front Office Operations Management
• Oversee daily Front Office operations, ensuring smooth and efficient check-in, check-out, and guest service delivery.
• Manage room inventory, allocation, and occupancy in coordination with Housekeeping and Reservations.
• Ensure VIP arrivals, special requests, and loyalty members (Wyndham Rewards) receive brand-standard recognition and service.
• Oversee Concierge and Bell/Door services to ensure a seamless, welcoming arrival and departure experience.
• Handle escalated guest issues and complaints, ensuring prompt resolution and service recovery in line with brand standards.
Reservations & Revenue Support
• Oversee the Reservations team to ensure accurate booking management, rate application, and inventory control.
• Partner with Revenue Management and Sales on rate strategy, overbooking parameters, and occupancy forecasting.
• Monitor no-shows, cancellations, and group bookings to optimize room revenue and minimize discrepancies.
Cost Control & Reporting
• Manage the Front Office department budget and control costs related to staffing, supplies, and guest amenities.
• Prepare regular occupancy, revenue, and guest service performance reports for the General Manager.
• Monitor and respond to guest satisfaction scores and online reviews related to Front Office service.
Team Leadership & Training
• Recruit, train, mentor, and evaluate Front Office supervisors, receptionists, concierge, and guest service staff.
• Conduct ongoing brand-standard service and PMS training to maintain consistent guest service delivery.
• Foster a professional, warm, and guest-centric team culture aligned with luxury service standards.
Quality & Brand Compliance
• Ensure full compliance with Wyndham Garden brand standards across all Front Office touchpoints, including grooming, communication, and service scripting.
• Conduct regular quality audits and brand inspections, addressing gaps and implementing corrective action plans.
• Maintain guest data accuracy and confidentiality in line with data protection practices

语言要求：English (Excellent)