Front Office Manager

Position Summary

The Front Office Manager oversees front desk, guest services, concierge, bell desk, and reservations operations to deliver exceptional guest experiences. This role focuses on operational excellence, team leadership, revenue optimization, guest satisfaction, and maintaining brand standards across all touchpoints.

Key Responsibilities

Guest Experience & Service Delivery

• Supervise day-to-day front office operations including check-in, check-out, and guest handling.
  

• Resolve guest issues promptly and manage escalations, VIP arrivals, and long-stay guests.
  

• Ensure high guest engagement scores and personalized service standards.
  

• Maintain lobby ambiance, queue management, and service turnaround efficiency.
  

Operational Management

• Manage front desk, concierge, bell desk, transportation, and telephony operations.
  

• Oversee room assignment, blocking, inventory control, and rate management through PMS.
  

• Review daily arrival/departure lists, group requirements, and special requests.
  

• Conduct daily team briefings and ensure smooth coordination with Housekeeping, F&B, Engineering, and Security.
  

Revenue & Financial Management

• Collaborate with Reservations and Sales to maximize room revenue.
  

• Monitor ARR, RevPAR, occupancy, and forecasting accuracy.
  

• Implement upselling programs and track team performance.
  

• Manage departmental budgets, payroll, and cost controls.
  

Team Leadership & Training

• Lead, train, and mentor the Front Office team.
  

• Conduct performance reviews and skill enhancement sessions.
  

• Prepare duty rosters and ensure optimal manpower coverage across shifts.
  

• Enforce grooming standards, discipline, and adherence to SOPs.
  

Systems, SOPs & Compliance

• Ensure efficient use of PMS (Opera/IDS/HMS), POS, and communication systems.
  

• Develop, implement, and audit Front Office SOPs and emergency protocols.
  

• Ensure compliance with hotel policies, safety standards, and audit requirements.
  

• Maintain accurate records including registration cards, billing, room inventory, and shift reports.
  

Guest Feedback & Quality Metrics

• Monitor guest satisfaction scores, reviews, and NPS.
  

• Implement corrective actions to close service gaps.
  

• Maintain consistent engagement with guests through lobby presence.
  

Skills & Competencies

• Strong leadership & people management
  

• Excellent communication skills
  

• Proficiency in PMS & hotel systems
  

• Strong customer service orientation
  

• Analytical ability for forecasting & revenue decisions
  

• Crisis & conflict resolution
  

• Ability to work under pressure
  

Qualification & Experience

• Degree/Diploma in Hotel Management (mandatory).
  

• 10 years of Front Office experience with 2–3 years in a managerial role.
  

• Experience in 4 star or 5 star hotels preferred.
  

• Familiarity with Opera PMS is an advantage.
  

Performance Indicators (KPIs)

• Guest satisfaction scores & online reviews
  

• Front Office audit scores
  

• Revenue from upselling & room upgrades
  

• Accuracy of occupancy forecasting
  

• Staff retention & training effectiveness
  

• Compliance with brand standards