Job Description
We are looking for a passionate and experienced Front Office Manager to lead our Front Office operations and deliver exceptional guest experiences. The successful candidate will oversee the daily operations of the Front Office, ensure service excellence, maximize room revenue, lead and develop the team, and maintain the highest operational standards.
Key Responsibilities
- Oversee the daily operations of the Front Office to ensure exceptional guest service and smooth hotel operations.
- Monitor room inventory, room availability, room types, and rate categories to maximize occupancy, ADR, and revenue.
- Ensure accurate room counts, guest profiles, registration records, and Front Office reports.
- Provide personalized service and recognition to VIPs, repeat guests, and special arrivals.
- Conduct regular inspections of the lobby, reception, cashier area, and VIP rooms to maintain presentation and cleanliness standards.
- Coordinate closely with Housekeeping to ensure rooms are ready on arrival and guest requests are fulfilled.
- Liaise with the Finance team to ensure compliance with credit policies and accurate guest billing.
- Review operational reports, monitor Front Office procedures, and ensure compliance with company standards.
- Lead, coach, train, and motivate the Front Office team to achieve operational and service excellence.
- Ensure all team members complete mandatory training and maintain high standards of grooming, professionalism, and conduct.
- Conduct daily briefings, effective shift handovers, and maintain strong communication with all hotel departments.
- Monitor guest feedback, quality audit results, and implement initiatives to improve guest satisfaction.
- Drive upselling and revenue-generating initiatives while ensuring Front Desk associates achieve room revenue targets.
- Ensure all close-of-day procedures, reports, and non-guaranteed reservation releases are completed accurately and on time.
- Maintain a high level of product knowledge of the hotel and local area and actively promote hotel facilities and services.
- Handle guest concerns professionally and ensure service recovery is carried out effectively when required.