Front Office Manager

The Front Office Manager oversees all front desk and guest service operations, ensuring exceptional hospitality from arrival to departure. This role is responsible for leading the front office team, maximizing guest satisfaction, optimizing departmental performance, and maintaining smooth daily operations in line with hotel standards.

Key Responsibilities

Guest Experience & Service Quality

• Ensure a warm, professional, and efficient welcome for all guests.

• Handle guest concerns, complaints, and special requests promptly and effectively.

• Maintain high service standards in line with brand guidelines.

• Monitor guest feedback and implement action plans to enhance satisfaction scores.

• Ensure proper room allocation, VIP handling, and personalized service.

Team Leadership & Training

• Lead, train, motivate, and evaluate the front office team, including reception, concierge, bell desk, and telephone operators.

• Conduct regular coaching sessions, briefings, and performance reviews.

• Ensure team members are knowledgeable about hotel facilities, services, and promotions.

• Foster a positive and professional working environment.

Operations & Administration

• Oversee daily front desk operations ensuring accuracy, efficiency, and smooth workflow.

• Ensure proper implementation of check-in, check-out, cashiering, and reservation procedures.

• Monitor room availability, occupancy, and up-selling opportunities.

• Verify financial transactions, cash handling, and night audit procedures.

• Ensure compliance with hotel SOPs, safety regulations, and quality standards.

Revenue & Financial Responsibilities

• Support upselling initiatives to maximize room revenue.

• Collaborate with sales, reservations, and revenue teams to manage room inventory.

• Monitor departmental expenses and contribute to budget planning.

• Review daily revenue reports and ensure accurate posting.

Coordination & Communication

• Work closely with housekeeping, engineering, F&B, and security to ensure seamless guest operations.

• Attend daily briefings and management meetings.

• Communicate important operational updates to the team.

• Coordinate VIP arrivals, special events, and group bookings.

Qualifications & Requirements

• Bachelor’s degree in Hospitality Management or related field (preferred).

• Minimum 3–5 years of Front Office leadership experience in a hotel environment.

• Strong guest service, communication, and problem-solving skills.

• Excellent leadership, team management, and training abilities.

• Familiarity with PMS systems (Opera/Cloud PMS) and front office operations.

• Ability to work under pressure, multitask, and maintain professionalism.

• Flexible schedule, including evenings, weekends, and holidays when required.

Core Competencies

• Guest-Centric Approach

• Leadership & People Management

• Attention to Detail

• Conflict Resolution

• Time Management

• Financial & Analytical Skills

• Professional Communication

• Service Recovery Expertise