Front Office Manager

Pre-Opening Phase:

• Assist in recruiting, training, and onboarding the Front Office team (reception, concierge, guest relations, bell desk, and operators).
• Set up SOPs, checklists, and guest handling protocols in alignment with brand standards.
• Oversee the installation, testing, and go-live of front office systems (e.g., PMS, telephony, key management, mobile check-in).
• Support mock drills and trial runs to prepare the department for operational readiness.

Guest Experience Management:

• Ensure seamless check-in/check-out, VIP handling, and guest services are delivered with consistency and warmth.
• Handle guest complaints and service recovery proactively, maintaining high satisfaction scores.
• Personally welcome dignitaries, VIPs, repeat guests, and corporate partners to uphold brand loyalty.

Team Leadership & Training:

• Lead and mentor a team of front desk agents, guest relations executives, concierge staff, and bell desk personnel.
• Implement daily briefings, performance reviews, and grooming standards.
• Coordinate with HR and L&D to drive continuous learning, cross-training, and career development plans.

Operational Excellence & Reporting:

• Monitor daily occupancy, arrivals/departures, and group movement to ensure manpower and operational readiness.
• Ensure cash handling, billing, night audit, and guest folio management is accurate and audit-ready.
• Maintain departmental budgets, cost controls, and forecast accuracy.

Interdepartmental Coordination:

• Liaise closely with Housekeeping, Engineering, F&B, and Security to ensure a seamless guest experience.
• Collaborate with Sales & Reservations for group check-ins, room blocks, and special requests.