Front Office Manager

Job Purpose

The Front Office Manager is responsible for overseeing all front office and guest-facing activities, ensuring efficient check-in and check-out processes, accurate reservations and room allocation, effective guest service, and smooth coordination between the Front Office and other hotel departments.

Key Responsibilities

Front Office Operations

• Manage the day-to-day operations of the Front Office department.

• Establish and maintain front office procedures, service standards, and operating controls.

• Monitor check-in, check-out, room allocation, guest requests, and account settlement processes.

• Ensure accurate and timely updating of guest information and room status.

Guest Experience

• Ensure guests receive professional, efficient, and courteous service throughout their stay.

• Handle escalated guest complaints and service recovery matters.

• Monitor guest feedback and identify opportunities to improve front office service delivery.

• Ensure VIP, corporate, group, and special-arrival requirements are properly coordinated.

Reservations & Revenue Coordination

• Coordinate with Reservations, Sales, Housekeeping, and Revenue teams to optimise room availability and occupancy.

• Monitor room inventory, booking patterns, cancellations, no-shows, and walk-in business.

• Ensure front office practices support the hotel's revenue and occupancy objectives.

Team Management

• Supervise, coach, and develop front office personnel.

• Prepare or coordinate staff schedules and shift coverage.

• Monitor staff attendance, grooming, conduct, and performance.

• Identify training and development needs within the department.

Controls & Reporting

• Monitor cash handling, guest accounts, billing, and payment procedures.

• Ensure proper handover between shifts.

• Review front office reports and investigate discrepancies.

• Prepare departmental performance reports for management.

Qualifications & ExperienceRequired

• Bachelor's degree or HND in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related discipline.

• Minimum of 5–8 years' relevant hotel experience, with supervisory or management experience in Front Office.

Preferred

• Professional certification in Hospitality or Front Office Management.
• Experience using hotel PMS and reservation systems.
• Previous experience supervising a hotel front office team.
• Experience in a reputable hotel or hospitality establishment.

Skills & Competencies

• Strong knowledge of front office operations and hotel procedures.

• Excellent guest relations and communication skills.

• Strong leadership and team management abilities.

• Good understanding of reservations, room inventory, and hotel systems.

• Strong problem-solving and conflict-resolution skills.

• Good financial and cash-control awareness.

Key Performance Indicators (KPIs)

• Guest satisfaction scores.

• Front office service efficiency.

• Check-in and check-out processing time.

• Accuracy of room and guest records.

• Front office revenue and cash discrepancies.

• Guest complaint resolution rate.

Working Conditions

• Primarily hotel-based and guest-facing.

• Requires shift work, including weekends and public holidays.

• May require extended hours during peak periods.

Pay: ₦250,000.00 - ₦450,000.00 per month

Work Location: In person