Front Office Manager

Job Description

Operational Management

• Oversee the daily operations of Front Desk, Guest Service Center, Concierge, Bell Service, and Guest Relations (where applicable).

• Ensure smooth check-in and check-out processes.

• Monitor room availability, occupancy, room assignments, and guest requests.

• Maintain accurate guest records and billing procedures.

• Ensure compliance with hotel policies, procedures, and brand standards.

• Act as Manager-on-Duty (MOD) when assigned.

Guest Experience

• Ensure all guests receive professional, personalized, and efficient service throughout their stay.

• Review daily arrival, in-house, and departure guest lists to identify VIPs, repeat guests, long-stay guests, airline crew members, and special occasions.

• Ensure personalized greetings and recognition are provided to VIPs, returning guests, and loyalty members.

• Monitor guest preferences and stay history to deliver customized experiences and exceed guest expectations.

• Handle guest complaints, concerns, and service recovery promptly and professionally.

• Conduct regular lobby presence during peak periods to engage with guests and gather feedback.

• Monitor guest satisfaction scores and implement continuous improvement initiatives.

VIP & Guest Recognition Management

• Review and oversee all VIP arrivals, ensuring guest preferences and special requests are arranged prior to arrival.

• Conduct pre-arrival inspections of VIP rooms and suites to ensure room readiness, cleanliness, maintenance standards, amenities, and personalized touches are in place.

• Coordinate with Housekeeping, Engineering, Food & Beverage, and Guest Relations teams to ensure seamless VIP experiences.

• Personally welcome key VIP guests, corporate clients, airline representatives, and repeat guests whenever possible.

• Ensure VIP amenities, welcome letters, special occasion arrangements, and room set-ups are delivered accurately and on time.

• Follow up with VIP guests during their stay to ensure satisfaction and promptly address any concerns.

• Maintain accurate guest profiles and preferences within the Property Management System (PMS) to support future personalized service.

Leadership & Team Development

• Recruit, train, coach, and supervise Front Office associates.

• Conduct performance evaluations and provide ongoing feedback.

• Develop team members through coaching and succession planning.

• Foster a positive, service-oriented work environment.

Revenue & Financial Management

• Monitor cashiering activities and ensure compliance with hotel financial procedures.

• Monitor upselling opportunities and front office revenue streams.

• Control departmental expenses and labor costs.

• Prepare reports and analyze operational performance.

Communication & Coordination

• Coordinate closely with Housekeeping, Reservations, Sales, Engineering, Security, and other departments.

• Ensure effective shift handovers and communication within the team.

• Conduct departmental daily briefings.

• Participate in operational meetings and briefings.

Qualifications

• Bachelor's Degree in Hospitality Management, Business Administration, or related field preferred.

• Minimum 3–5 years of Front Office supervisory experience, including at least 2 years in a management role.

• Strong knowledge of hotel operations and Front Office procedures.

• Experience with Property Management Systems (Opera or equivalent).

• Excellent leadership and problem-solving skills.

• Strong communication and interpersonal skills.

• Fluent in English; additional languages are an advantage.