Front Office Manager

Job Summary

The Front Office Manager supports the Room Division Manager in overseeing the daily administration and operations of the Front Office Department. This role provides leadership, guidance and supervision to the Front Office team, ensuring that service standards, operational procedures and the Hotel’s objectives are consistently achieved.

The Front Office Manager is also responsible for enhancing guest satisfaction, improving operational efficiency and contributing to the Hotel’s overall financial performance.

Job description

• Develop, implement and regularly review Front Office operating procedures and service standards to ensure efficient and consistent operations.
• Oversee the daily operations of the Front Desk, Concierge, Bell Service and other assigned Front Office areas, ensuring compliance with the Hotel’s policies, standard operating procedures and service guidelines.
• Build and maintain positive guest relationships to enhance guest satisfaction and encourage customer loyalty.
• Work closely with the Sales Department to monitor room availability, room-rate categories and occupancy levels to maximise room revenue.
• Monitor and evaluate Front Office service quality, operational performance and guest satisfaction, and implement appropriate service improvements.
• Review Front Office logs, guest requests, special arrangements, operational instructions and handover information to ensure proper follow-up and smooth operations.
• Handle guest feedback and complaints promptly and professionally, and carry out appropriate service recovery measures.
• Coordinate closely with Housekeeping, Reservations, Sales, Security and other departments to ensure a seamless guest experience.
• Lead, coach and motivate Front Office employees to achieve departmental objectives and maintain high service standards.
• Monitor employees’ performance, attendance, grooming and training needs, and provide guidance where required.
• Ensure compliance with the Hotel’s safety, security, cash-handling and guest-data confidentiality procedures.
• Perform Duty Manager responsibilities and assist in managing emergencies and operational incidents when required.
• Carry out any other duties and responsibilities as assigned by the Room Division Manager or Management.

Job Requirement

• Diploma or Degree in Hospitality Management, Hotel Management or a related discipline.
• Minimum 8 years of relevant Front Office experience in a hotel, with at least 2 years in a supervisory or managerial position.
• Knowledge of Oracle is an advantage.
• Strong leadership, coaching and team-management skills.
• Service-oriented with excellent communication, interpersonal and guest-relations skills.
• Able to handle guest complaints, operational challenges and emergency situations calmly and professionally.
• Strong problem-solving, decision-making and organisational skills.
• Able to perform rotating shifts and work on weekends and public holidays according to operational requirements.