Front Office Manager

Position Summary:

The Front Office Manager is responsible for overseeing all front desk operations, ensuring exceptional guest service, and maintaining efficient coordination among front office staff. The role focuses on guest satisfaction, staff supervision, financial performance, and operational excellence in line with the property’s service standards and policies.

Key Responsibilities:Guest Service & Operations

• Supervise and manage the daily operations of the Front Office, including reception, guest services, concierge, and reservations (as applicable).
• Ensure smooth check-in/check-out processes, room assignments, and guest inquiries are handled efficiently and courteously.
• Anticipate guest needs and resolve any issues or complaints promptly and professionally.
• Maintain a visible presence in the lobby to engage with guests and ensure a warm, welcoming atmosphere.
• Coordinate with other departments (Housekeeping, Maintenance, F&B, etc.) to ensure seamless guest experiences.
• Oversee VIP arrivals, departures, and special arrangements.

Team Management

• Recruit, train, schedule, and evaluate front office staff to ensure consistent high performance and adherence to service standards.
• Motivate the team to achieve departmental goals and maintain a positive, professional work environment.
• Conduct regular briefings and meetings to communicate updates, guest feedback, and operational priorities.

Financial & Administrative Responsibilities

• Manage the Front Office budget, ensuring cost control and optimal resource allocation.
• Oversee room revenue, occupancy reports, and night audit operations.
• Ensure accurate billing, cashiering, and financial transactions in accordance with accounting procedures.
• Prepare reports on departmental performance, including occupancy rates, guest satisfaction, and staff productivity.

Policies & Standards

• Implement and enforce hotel policies, procedures, and brand standards across all front office functions.
• Monitor and maintain cleanliness, organization, and professional appearance of the front desk and lobby areas.
• Ensure data privacy, guest confidentiality, and security protocols are upheld at all times.
• Handle lost and found procedures in compliance with hotel policy

Job Type: Full-time