Front Office Manager

Location:

Property Size:

General Manager

The Front Office Manager will oversee all front-office operations of the hotel — including reception, guest services, reservations, concierge, and lobby — ensuring seamless check-in/check-out, outstanding guest service, and efficient coordination with other departments. This is a senior operations role with responsibility for departmental leadership, revenue maximization, guest satisfaction, and staff development.

• Guest Services & Operations Management

• Oversee the daily operations of the front office: guest check-in, check-out, registration, room allocation, billing/payment processing, and handling guest requests.
• Ensure the front desk, lobby, and guest-facing areas are maintained to the highest standards of cleanliness, presentation, and guest comfort.
• Monitor and maintain accurate room status, reservation data, and guest information in the hotel Management / PMS system.
• Handle guest complaints, concerns, and special requests; ensure prompt resolution and service recovery when required.

Team Leadership & Staff Management

• Recruit, train, supervise, mentor and evaluate front-office staff (receptionists, concierge, bell staff / doormen, night staff as applicable).
• Plan and manage staff scheduling and shift rosters to ensure adequate coverage (peak check-in/check-out, weekends, holidays, high occupancy periods).
• Develop and enforce standard operating procedures (SOPs) for all front-office activities, ensuring adherence to hotel policies, brand standards, safety, and security protocols.

• Revenue & Financial Management

• Work with rooms/revenue / sales teams to maximize occupancy, average room rate and revenue via upselling, walk-ins, upgrades, and efficient room allocation.
• Oversee and control front office-related financial transactions: billing, payments (cash/credit), audits, night audit/shift-end reports, and reconciliation.
• Participate in departmental budgeting, forecasting room occupancy, and resource planning for staff and supplies as per business needs.

Inter-departmental Coordination & Communication

• Liaise with departments such as Housekeeping, Maintenance, Sales/Reservations, F&B, Security, and others to coordinate guest requirements (e.g. room readiness, maintenance requests, guest transfers).
• Collaborate with Sales/Marketing/Revenue Management teams to support group bookings, corporate accounts, overflow reservations, and promotional packages.

Guest Satisfaction & Quality Assurance

• Ensure service excellence and consistency: greet guests warmly, provide information about hotel services/amenities/local area, anticipate guest needs, and deliver personalized service.
• Monitor guest feedback, handle escalations, and implement corrective or preventive actions to maintain high guest satisfaction and retention.
• Maintain guest confidentiality, security, and data integrity, and ensure compliance with all hotel and regulatory policies.

Staff Development & Departmental Growth

• Conduct regular training and development sessions for front-office staff to uphold service standards and improve performance.
• Encourage teamwork, motivate staff, recognize high performance, and maintain positive work environment to reduce turnover and maintain morale.

Administration & Reporting

• Prepare and submit regular reports: occupancy forecasts, daily operations, guest incidents/complaints, revenue, staffing metrics, and other KPIs as required by management.
• Ensure front-office supplies, systems (PMS), cash handling tools, keys, security protocols are maintained and audited regularly.

• Bachelor’s degree / Diploma in Hospitality Management, Hotel Administration, or related field preferred.
• Proven experience: ideally 5+ years in front-office operations at a hotel, with at least 2 years in supervisory or management role.
• Strong leadership, team management, and staff training skills; ability to motivate and manage a diverse front-office team.
• Excellent communication and interpersonal skills; proficient in guest relations, problem solving, diplomacy, and conflict resolution.
• Strong organizational skills, attention to detail, and ability to multitask under pressure, especially during peak occupancy periods.
• Knowledge of hotel Property Management Systems (PMS), reservation systems, and standard front-office software (billing, reporting). Familiarity with relevant financial and audit procedures is desirable.
• Flexibility to work in shifts, including nights, weekends, and public holidays, as required in a large 372-key property.