Front Office Manager

Role Overview:

The Front Office Manager is responsible for leading and managing all front office operations to ensure the highest level of guest satisfaction. This includes reception, reservations, concierge, guest relations, and night audit. The FOM ensures seamless coordination between departments, effective use of technology, and strict adherence to hotel policies, thereby maintaining brand standards and maximizing revenue.

Key Responsibilities:

🔹 Guest Services & Relations

• Ensure a warm, professional, and efficient guest experience from arrival to departure.

• Handle guest complaints and resolve issues promptly with a service recovery approach.

• Maintain VIP guest services and personalized care.

🔹 Operations Management

• Oversee daily front office operations including reception, reservations, concierge, and night audit.

• Monitor check-in/check-out processes to ensure efficiency and accuracy.

• Ensure accuracy of guest records, billing, and revenue postings in PMS.

🔹 Team Leadership

• Recruit, train, and develop front office associates.

• Schedule staff shifts and optimize manpower to meet occupancy demands.

• Conduct performance evaluations and provide coaching to enhance service standards.

🔹 Revenue & Reservations

• Coordinate with the reservations team to maximize room sales and occupancy.

• Monitor upselling strategies and ensure staff are trained in revenue enhancement techniques.

• Collaborate with Sales & Marketing to manage OTA (Online Travel Agencies) and corporate bookings.

🔹 Administration & Compliance

• Ensure compliance with hotel policies, brand standards, and statutory regulations.

• Maintain accurate reports (occupancy, ADR, RevPAR, guest feedback, etc.).

• Coordinate with Accounts for billing disputes, credit approvals, and financial accuracy.

Qualifications & Experience:

🎓 Educational Qualification

• Bachelor’s degree in Hotel / Hospitality Management or Tourism / Business Administration.

• Diploma in Hotel Management with proven experience may also be considered.

• Certifications in Hospitality Operations, Revenue Management, or Customer Service are advantageous.

👔 Experience Requirement

• 5–8 years of hotel front office experience with at least 2–3 years in a supervisory/Assistant Front Office Manager role.

• Strong working knowledge of PMS (Opera, IDS, Fidelio, or similar).

• Prior experience in luxury or 5-star properties is highly desirable.

💡 Skills

• Excellent communication and interpersonal skills.

• Strong leadership and team management abilities.

• Problem-solving and guest complaint handling expertise.

• Knowledge of hotel revenue systems, reservations, and distribution channels.

• Tech-savvy with MS Office and hospitality software.