Front Office Manager

Job Summary

The Front Office Manager is responsible for overseeing all Front Office operations, including Front Desk, Concierge, Club Lounge, and Guest Relations, ensuring a seamless, personalized, and exceptional guest experience. The role leads the Front Office team and works closely with other departments to ensure smooth hotel operations and service excellence.

Key Responsibilities

• Oversee daily Front Office operations, including Front Desk, Concierge, Club Lounge, Bell, and Guest Relations.
• Ensure exceptional and personalized service throughout the guest journey.
• Oversee Club Lounge operations and ensure a high level of service for Club and VIP guests.
• Lead Concierge operations and ensure personalized assistance, recommendations, and guest arrangements.
• Manage guest requests, feedback, and complaints professionally and effectively.
• Lead, coach, and develop Front Office colleagues to achieve service and operational standards.
• Monitor arrivals, departures, VIP guests, room availability, and special requests.
• Coordinate closely with other departments to ensure seamless hotel operations.
• Manage staffing, scheduling, training, and performance of Front Office colleagues.
• Support upselling, revenue, and cost-control initiatives within the department.
• Ensure effective communication, reporting, and shift handovers.

Qualifications & Experience

• Bachelor’s degree in Hospitality, Hotel Management, or a related field.
• Minimum 5 years of Front Office experience, with previous management or supervisory experience.
• Experience in a luxury hotel is preferred.
• Strong leadership, communication, and problem-solving skills.
• Excellent guest service and interpersonal skills.
• Good command of English, both written and spoken.
• This position is open to Thai nationals only.

Key Competencies

Guest Experience | Front Office Operations | Club Lounge & Concierge | Leadership | Communication | Problem Solving | Team Development | Service Excellence