The Front Office Manager is responsible for leading the Front Office operations, including Front Desk, Concierge, Royal Service, and Guest Services. The role ensures seamless guest experiences from arrival to departure, drives service excellence, revenue optimization, team development, and operational efficiency, while working in close collaboration with the Rooms Division Manager and other operational departments. Other duties and responsibilities include:
- Provide strong leadership in delivering
exceptional, personalized guest service in line with luxury brand
standards.
- Implement, uphold, and continuously improve
Front Office service philosophy and standards.
- Ensure consistent, professional, and warm guest
interactions during arrival, stay, and departure.
- Act as the primary escalation point for Front
Office guest concerns, complaints, and service recovery, ensuring timely
and effective resolution.
- Authorize and manage service recovery gestures
such as discounts, billing adjustments, or complimentary accommodations
within approved guidelines.
- Review guest feedback from surveys, online
platforms, and direct interactions, driving corrective actions and
continuous improvement.
- Ensure all guest opportunities and requests are
followed up efficiently, courteously, and to full guest satisfaction.
- Serve as Manager on Duty as scheduled, providing
leadership and decision-making support for Front Office operations.
- Oversee daily Front Office operations, ensuring
smooth check-in, check-out, room allocation, and guest communication.
- Maximize room revenue and occupancy through
daily review of selling status, house count, rate variance, and inventory
control.
- Review and monitor credit limit, PM, PX, and
Night Audit reports, ensuring accuracy and compliance.
- Maintain oversight of the guest ledger and
provide regular updates to the Rooms Division Manager and Director of
Finance.
- Support revenue forecasting and budgeting
processes for the department.
- Drive upselling initiatives across room
categories and hotel services, holding the team accountable for results.
- Ensure accurate room status communication
between Front Office and Housekeeping to optimize room readiness and
availability.
- Operate and oversee all Front Office systems,
including PMS (Opera), ensuring correct usage, reporting, and system
integrity.
- Provide direct leadership, coaching, and
performance management for Front Office, Concierge, and Royal Service
teams.
- Ensure appropriate staffing levels, scheduling,
and task allocation to meet operational and service demands.
- Lead recruitment, interviewing, onboarding, and
training of Front Office colleagues in collaboration with People &
Culture.
- Conduct regular team meetings, briefings, and
performance discussions to address challenges and reinforce standards.
- Act as a role model, demonstrating
professionalism, service excellence, and adherence to hotel values at all
times.
- Ensure all team members are knowledgeable about
hotel facilities, services, local attractions, events, and brand
standards.
- Enforce grooming, uniform, punctuality, and
conduct standards across the Front Office team.
Qualifications
- A Bachelor’s degree or diploma in Hotel
Management, Hospitality Management, Tourism, or a related field is
required.
- A minimum of 5–7 years’ progressive experience
in Front Office or Guest Services within a reputable hotel or luxury
resort.
- At least 2–3 years in a supervisory or
managerial Front Office role.
- Strong proficiency in Property Management
Systems.
- Working knowledge of room inventory management,
forecasting, upselling strategies, and occupancy optimization.
- Good computer literacy.
- Demonstrated ability to lead, coach, and develop
diverse Front Office teams.
- Strong scheduling, workforce planning, and
performance management skills.
- Exceptional guest service and service recovery
skills, with the ability to handle complex guest situations professionally
and empathetically.
- Excellent verbal and written communication
skills in English; additional languages are an advantage.
- Strong interpersonal skills with the ability to
build rapport with guests, colleagues, and senior leaders.
- High level of organization, attention to detail,
and problem-solving ability.
- Ability to work independently, make sound
decisions, and manage multiple priorities in a fast-paced environment.
How to
Apply
