Front Office Manager

PURPOSE

To manage and oversee Front Office operations, ensuring exceptional guest experiences, smooth day-to-day functioning, and adherence to service standards. The role focuses on leading and developing the team, optimizing operational efficiency, and fostering a culture of professionalism and guest-centric service while aligning with organizational goals and values.

KEY ORGANIZATIONAL RELATIONSHIPS

Reports to:

General Manager

Reporting Roles:
Assistant Front Office Manager, Front Office Supervisors, Guest Relations Supervisors, Front Desk Associates, Bell Desk & Concierge Team

Interacts with:

- External - Members, Guests, Vendors, Consultants, Service Providers, Government Authorities
- Internal - Department Heads, Supervisors, Staff, Contractual Staff

KEY RESPONSIBILITIES

Drive Operational Excellence

- Lead and oversee daily front office operations, ensuring seamless guest check-in, check-out, and service delivery aligned with brand standards.
- Implement operational strategies to enhance efficiency, guest satisfaction, and profitability.
- Monitor budgets, forecast resource requirements, and control departmental expenses to achieve financial targets.

Applied Learning

- Foster a culture of continuous learning by implementing on-the-job training and skill enhancement programs for front office staff.
- Apply insights from guest feedback, industry trends, and operational data to refine service processes and improve team performance.
- Encourage cross-training within the team to build multi-skilled employees capable of handling diverse operational scenarios.

People Management

- Recruit, train, and mentor front office team members to deliver exceptional service and uphold brand values.
- Conduct regular briefings, coaching sessions, and performance reviews to align individual goals with operational objectives.
- Build a motivated, collaborative, and service-driven work culture.

Business & Financial Acumen

- Collaborate with revenue and sales teams to maximize room occupancy, rates, and yield.
- Oversee billing accuracy, cash handling, and credit control to safeguard financial integrity.
- Analyze revenue reports and variances, implementing corrective measures to meet financial goals.

Leadership

- Act as the key contact for VIP guests, ensuring personalized attention and high service standards.
- Lead by example in professional conduct, problem-solving, and decision-making.
- Represent the hotel at networking events, guest functions, and industry gatherings.

Compliance & Risk Management

- Ensure adherence to SOPs, brand policies, and statutory requirements.
- Maintain data accuracy in the Property Management System (PMS) and safeguard guest information.
- Oversee safety, security, and emergency procedures, ensuring team readiness.

Occupational Health & Safety Responsibilities

- Champion the implementation and enforcement of OH&S standards across front office operations.
- Monitor safety risks, conduct drills, and update emergency response plans.
- Record and investigate incidents, implement preventive measures, and ensure continuous improvement in safety practices.

JOB REQUIREMENTS / HIRING PROFILE

QUALIFICATIONS

Hotel Management Graduate preferred; other graduates with strong hospitality experience may be considered.

WORK EXPERIENCE

10–12 years of progressive experience in front office operations within the hospitality industry, with at least 3–5 years in a managerial role in a luxury or premium property.