Front Office Manager

Key Responsibilities

• Oversee the day-to-day operations of the Front Office, ensuring smooth and efficient functioning of the department.
• Ensure exceptional guest service and maintain high standards of guest satisfaction throughout the guest journey.
• Supervise and guide the Front Office team, including Duty Managers, Guest Relations, Front Desk, Bell Desk, and Airport Representatives.
• Monitor arrivals, departures, room allocations, VIP movements, special requests, and guest preferences.
• Handle guest feedback, complaints, and service recovery effectively and ensure timely resolution.
• Coordinate closely with Housekeeping, F&B, Engineering, Security, and other departments to ensure seamless operations.
• Monitor room inventory, occupancy, room status, and operational requirements in coordination with the Rooms Division team.
• Ensure compliance with hotel policies, SOPs, brand standards, and statutory requirements.
• Drive upselling opportunities and support the achievement of departmental revenue targets.
• Conduct regular briefings, training, coaching, and performance discussions with team members.
• Ensure accurate handling of cash, billing, deposits, and other Front Office financial procedures.
• Maintain proper records and reports related to Front Office operations.
• Support the team during high-occupancy periods, VIP stays, conferences, and large-scale events.
• Ensure adherence to safety, security, hygiene, and emergency procedures within the department.

Key Competencies

• Strong leadership and people-management skills.
• Excellent communication and guest-handling abilities.
• Strong operational knowledge of Front Office functions.
• Problem-solving and decision-making skills.
• Good understanding of PMS and hotel operating systems.
• Ability to work effectively under pressure in a fast-paced luxury hospitality environment.
• Strong attention to detail and service orientation.

Qualification & Experience

• Degree in Hotel Management or a relevant hospitality qualification.
• 10–12 years of relevant Front Office experience, preferably with luxury or five-star hotels.
• Prior experience in a supervisory/managerial Front Office role is preferred.
• Strong knowledge of Front Office operations, guest relations, and Rooms Division processes.