Front Office Manager

About the role

The Front Office Manager is a senior leadership role responsible for managing all front office operations, ensuring flawless guest service, and maintaining the highest standards of luxury hospitality. This position requires strong leadership, operational expertise, and the ability to deliver exceptional guest experiences while driving efficiency and profitability.

Key responsibilities

• Supervise check-in/check-out, concierge, bell desk, and guest relations.
• Ensure personalized service for VIPs, corporate clients, and repeat guests.
• Handle guest complaints with tact, empathy, and swift resolution.
• Recruit, train, and mentor front office staff.
• Conduct performance reviews and implement staff development programs.
• Monitor daily front office operations to maintain 5-star standards.
• Coordinate with housekeeping, reservations, and F&B for seamless guest flow.
• Implement SOPs and ensure compliance with brand standards.
• Prepare and manage front office budgets, payroll, and expense reports.
• Track occupancy, ADR, RevPAR, and GOP metrics to support revenue goals.

About you

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Minimum 7–10 years in front office operations.
• At least 3–5 years in a managerial role within a luxury or 5-star hotel.
• Strong leadership and people management.
• Excellent communication and interpersonal skills.
• Financial acumen and ability to analyze performance metrics.
• Proficiency in hotel systems (Opera, Fidelio, etc.).
• Problem-solving, conflict resolution, and decision-making expertise.
• Multilingual ability preferred (English plus one other language).
• CHA (Certified Hotel Administrator) or equivalent credentials preferred.