Front Office Manager

POSITION SUMMARY

The Front Office Manager is responsible for the overall management of the property's front office and guest experience operations, ensuring that every guest interaction reflects Namin's service standards, brand promise, and operational objectives.

The position goes beyond traditional front office management by serving as the owner of the end-to-end guest journey — from reservation and pre-arrival communication through check-in, stay experience, complaint resolution, upselling, billing, and departure.

The Guest Experience Manager is expected to develop people, establish and continuously improve SOPs, implement measurable KPIs, optimize technology and AI-enabled solutions, and use operational and guest data to improve service quality, efficiency, and revenue.

KEY PERFORMANCE INDICATORS

·        Guest Satisfaction Score

·        Online Review Rating

·        Guest Complaint Resolution Time

·        Service Recovery Effectiveness

·        Check-in/Check-out Efficiency

·        Room Upselling Revenue

·        Ancillary Revenue per Guest

·        Reservation Conversion

·        PMS Data Accuracy

·        Front Office Labor Cost %

·        Training Completion %

·        SOP Compliance %

·        Employee Turnover

·        Guest Repeat/Return Rate

CORE EXPECTATIONS

The Front Office Manager is expected to be a visible service leader, not merely an administrator. The successful candidate anticipates guest needs, develops people, solves problems systematically, and continuously looks for ways to make the guest journey simpler, faster, more personalized, and more profitable.

QUALIFICATIONS

• Bachelor’s Degree in Business, Marketing, Tourism, Hospitality Management or related field,
• With at least 5 years of experience in Front Office operations, preferably from luxury hotels/resort
• With proven experience in people management and team leadership.
• Strong analytical, decision-making, and problem-solving skills.
• Good communication, customer service, and interpersonal skills.
• Willing to work on weekends, holidays, and night schedules.