Front Office Manager

About the role

Responsible for overseeing all front office operations, ensuring excellent guest service, managing front office staff, and maintaining efficient check-in, check-out, and reservation processes to achieve guest satisfaction and operational goals.

Key responsibilities

• Oversee daily front office operations, including reception, guest services, and reservations.
• Supervise, train, and evaluate front office staff to ensure high service standards.
• Handle guest complaints, concerns, and special requests professionally.
• Monitor room availability, occupancy, reservations, and room assignments.
• Coordinate with Housekeeping, Engineering, and other departments to ensure smooth operations.
• Monitor front office performance and ensure compliance with company policies and procedures.
• Prepare operational reports, occupancy reports, and other required documentation.
• Monitor cashiering activities, billing accuracy, and proper handling of guest payments.
• Develop and implement strategies to improve guest satisfaction and operational efficiency.
• Ensure proper handling of VIP guests, group arrivals, and special arrangements.

About you

• Bachelor's degree in Hospitality Management, Tourism, or a related field.
• At least 3–5 years of experience in hotel front office operations, preferably with supervisory or managerial experience.
• Strong leadership, communication, and customer service skills.
• Knowledgeable in hotel property management systems (PMS) and reservation procedures.
• Proficient in Microsoft Office and report preparation.
• Excellent problem-solving, decision-making, and organizational skills.
• Ability to handle guest complaints and operational concerns professionally.
• Willing to work on shifting schedules, weekends, and holidays.