Front Office Manager

Front Office Manager La Sara Hotels

Position Details

Position: Front Office Manager (FOM)
Department: Front Office
Location: La Sara Hotels
Reporting To: General Manager / Hotel Manager
Team: Front Office Executives, Guest Relations, Bell Desk, Front Office Associates and other Front Office staff

1. Job Purpose

To manage and oversee the complete Front Office operations of the hotel, ensuring a seamless and memorable guest experience from arrival to departure. The Front Office Manager will be responsible for maintaining service standards, managing the front-office team, maximizing room revenue and occupancy, handling guest concerns, and ensuring smooth coordination with all operational departments.

2. Key Responsibilities

A. Front Office Operations

• Manage the day-to-day operations of the Front Office department.
• Ensure smooth and efficient check-in, check-out, room allocation and billing processes.
• Monitor room status, availability and inventory in coordination with Housekeeping.
• Ensure accurate handling of reservations, cancellations, extensions, upgrades and walk-in guests.
• Monitor and ensure proper functioning and usage of the PMS / hotel operating systems.
• Ensure compliance with hotel SOPs, policies and operational standards.
• Monitor shift handovers and ensure proper communication between teams.
• Ensure all front-office documentation and reports are maintained accurately.

B. Guest Experience & Service Excellence

• Ensure a warm, professional and personalized welcome to all guests.
• Monitor guest satisfaction throughout the guest journey.
• Handle guest complaints, escalations and special requests promptly and professionally.
• Follow up on guest feedback and ensure corrective actions are implemented.
• Maintain strong relationships with VIPs, repeat guests and corporate clients.
• Ensure guest preferences are captured and communicated to relevant departments.
• Drive service recovery initiatives whenever required.

C. Room Revenue & Occupancy Management

• Monitor daily occupancy, room availability, ADR and room revenue.
• Work closely with the Revenue / Sales team to maximize room revenue and occupancy.
• Monitor room upgrades, upselling opportunities and other revenue-generating initiatives.
• Ensure optimum utilization of available room inventory.
• Monitor no-shows, cancellations, early departures and extensions.
• Coordinate with the Revenue Manager / Sales team regarding rates, packages and promotions.
• Support implementation of revenue strategies at the property level.

D. Team Management

• Lead, coach and motivate the Front Office team.
• Prepare and monitor duty rosters and shift schedules.
• Ensure adequate staffing based on occupancy and business requirements.
• Conduct daily briefings and communicate hotel updates, VIP movements and operational priorities.
• Train team members on SOPs, grooming, guest handling and service standards.
• Monitor individual and team performance.
• Identify training requirements and coordinate with HR / L&D.
• Promote discipline, teamwork and professional conduct within the department.

E. Interdepartmental Coordination

• Coordinate closely with Housekeeping, F&B, Engineering, Security, Accounts, Sales & Marketing and HR.
• Conduct regular coordination regarding room readiness, maintenance issues, guest requests and operational requirements.
• Ensure smooth communication during high-occupancy periods, VIP arrivals and special events.
• Coordinate room blocking and inventory requirements with relevant departments.