Summary:
The Front Office Manager leads all front office operations to ensure seamless, efficient, and exceptional guest experiences. You will oversee the reception, concierge, guest services, and reservations, ensuring personalised service, operational excellence, and strong team performance.
Key Responsibilities:
Guest Experience & Operations
Lead and manage daily front office operations, including reception, arrivals/departures, guest services, and concierge.
Ensure a warm, efficient, and personalised welcome for every guest in line with Banyan Tree service standards.
Monitor and enhance service delivery by anticipating, responding to, and exceeding guest expectations.
Handle guest feedback and resolve escalations in a timely and professional manner.
Team Leadership & Development
Supervise, coach, and mentor front office team members to deliver exceptional guest service.
Conduct regular team briefings, performance reviews, and training.
Foster a positive, collaborative, and guest‑centric work environment.
Revenue & Business Performance
Work closely with Revenue Management and Reservations to optimise room occupancy and rate performance.
Maximise upselling opportunities and contribute to revenue initiatives through effective front office interactions.
Standards, Procedures & Compliance
Ensure adherence to all SOPs, brand standards, and departmental policies.
Monitor front office KPIs (e.g., average check‑in time, guest satisfaction scores, occupancy metrics).
Oversee accurate billing, night audit procedures, and cash handling protocols.
Cross‑Functional Collaboration
Work with Housekeeping, Guest Relations, Food & Beverage, and other departments to ensure seamless operations.
Participate in management meetings and contribute to strategic planning.
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