Front Office Manager (ผู้จัดการแผนกต้อนรับ)

1. Qualifications & Experience:
1.1 Minimum 2?3 years experience in a front office supervisory or managerial role in hospitality.

1.2 Experience in hostels, lifestyle hotels, or high-volume guest operations is an advantage.

1.3 Familiarity with PMS and OTA platforms (e.g. Cloudbeds, Hostelworld, Booking.com).

2. Skills:
2.1 Excellent customer service and interpersonal skills.

2.2 Strong leadership, communication, and organizational abilities.

2.3 Fluent in English (spoken and written); Thai language skills are a plus.

2.4 Ability to work under pressure and in a fast-paced environment.

3. Personal Attributes:
3.1 Energetic, approachable, and service-driven personality.

3.2 A passion for travel, people, and creating memorable experiences.

3.3 Culturally sensitive and able to lead a diverse, international team.

3.4 Flexible, hands-on, and solution-oriented mindset.

3.5 Age not over 35 years old

Job Summary:
The Front Office Manager is responsible for overseeing the day-to-day operations of the reception and guest services team. This role is critical in ensuring that every guest receives a warm welcome, efficient service, and an unforgettable experience at Mad Monkey. The Front Office Manager leads the team with energy, precision, and a guest-first mindset while ensuring that the front desk functions run smoothly and efficiently.

Key Responsibilities:
1. Guest Experience & Service:
1.1 Supervise front office operations to ensure exceptional service and smooth check-in/check-out processes.

1.2 Handle guest requests, feedback, and complaints promptly and professionally.

1.3 Maintain a positive and welcoming environment in the reception and common areas.

1.4 Ensure that all guest-facing staff embody the Mad Monkey brand and culture.

2. Team Management:
2.1 Recruit, train, and manage a team of receptionists, night staff, and hosts.

2.2 Create and manage shift schedules to ensure proper coverage 24/7.

2.3 Conduct regular team meetings, performance reviews, and training sessions.

2.4 Motivate the team to deliver consistent, high-quality service and promote team spirit.

3. Operational Oversight:
3.1 Ensure the front desk, bookings, and communications systems are fully functional and properly used.

3.2 Oversee reservations, room assignments, and coordination with housekeeping.

3.3 Ensure proper handling of cash, guest accounts, and financial reports from the front office.

3.4 Liaise with maintenance, housekeeping, and events departments to ensure seamless guest experiences.

4. Sales & Revenue Support:
4.1 Upsell services, events, tours, and F&B offerings to maximize revenue.

4.2 Monitor occupancy and adjust rates and availability in the PMS/OTAs as necessary.

4.3 Work with the GM and marketing team to improve guest satisfaction scores and increase bookings.

1. Competitive salary with potential performance Service charge and incentive.

2. Uniform and meal benefits during shift hours.

3. Training and development opportunities.

4. Career advancement within Mad Monkey Thailand and SEA network.

5. Work in a fun, dynamic, and inclusive environment.