Front Office Manager

About The Opportunity

• Lead daily front office operations including check-in/check-out, reservations, billing, cashiering and concierge services to ensure a seamless guest journey.
• Coach, schedule and motivate front desk, concierge and night-audit teams; conduct shift handovers and maintain staffing levels to meet occupancy and service targets.
• Enforce SOPs for guest service, arrivals/departures, VIP handling and lost & found while driving measurable improvements in guest satisfaction scores (GSS/NPS).
• Manage room inventory coordination with reservations, housekeeping and revenue teams to optimise room allocation, upsell opportunities and forecasted pick-up.
• Own daily cash & payment reconciliations, audit trail, billing accuracy and fraud-prevention controls; liaise with finance on discrepancies.
• Resolve guest complaints and incidents promptly, escalate when required and implement corrective actions to minimise recurrence.
  

Skills & Qualifications

• Opera PMS
• Front Desk Operations
• Reservation Management
• Guest Relations
• Cash Handling
• Point of Sale
  

Preferred

• Microsoft Excel
• Complaint Resolution
• Yield/Revenue Management
  

Minimum Qualifications

• Bachelor’s degree or diploma in Hotel Management or related field (or equivalent hospitality experience).
• Proven experience in front office roles within a full-service or upscale hotel; prior supervisory experience preferred.
• Strong understanding of hotel SOPs, cash controls and guest-service metrics.
  

• Competitive salary with performance-linked incentives and career progression opportunities across properties.
• Structured training, cross-department exposure and opportunities for leadership development in a growing hotel group.
• Employee discounts on rooms and F&B plus a service-oriented, guest-first culture.