Job Description

NH Collection Colombo offers comforting familiarity based on three main pillars value for money, the best location, and service with a human touch – making stays always a pleasure, time after time.

• Oversee daily operations of the Front Office Department, including reception, concierge, and guest services
• Assist in managing sub-departments within Front Office to maintain high standards of customer service
• Coach and mentor staff to achieve and exceed service standards
• Analyze billing instructions and ensure accuracy of agent invoices
• Monitor and manage department expenses in accordance with occupancy and budgets
• Implement and encourage innovative ideas for improving guest experience and operational efficiency
• Ensure effective communication between Front Office staff and other departments
• Handle guest complaints and staff-related issues promptly and effectively
• Assist in the preparation and management of annual budgets for related areas
• Conduct regular assessments to maintain health and safety standards within the department
• Identify training needs and coordinate staff development programs
• Assist in recruitment and performance management of Front Office staff
• Act as a Duty Manager when required
• Ensure accurate and timely submission of all reports and relevant administrative work
• Collaborate with IT managers to maintain efficient operation of Property Management Systems and related interfaces

Qualifications

• A degree or diploma in Hospitality Management or related.
• Minimum 3 years of experience in Front Office management in 5 star city hotel
• Proficiency in English (verbal, written, and reading)
• Expert knowledge of Opera Property Management System
• Advanced proficiency in Microsoft Office Suite
• Experience with inventory control systems and budgeting
• Exceptional customer service and interpersonal skills
• Strong problem-solving and decision-making abilities
• Excellent communication skills at all levels of the organization
• Proven supervisory and team leadership experience
• Thorough understanding of hotel operations and guest services
• Flexibility to work varying shifts, including weekends and holidays
• Strong attention to detail and organizational skills
• Ability to multitask and work efficiently under pressure
• Commitment to driving innovation and continuous improvement in guest services