Front Office Manager ​/ Assistant General Manager (FOM ​/ AGM

We are seeking an experienced, highly motivated, and guest-focused Front Office Manager / Assistant General Manager (FOM / AGM) to oversee front office operations while supporting the General Manager in the overall management of hotel operations.

The ideal candidate will have strong leadership, operational, guest-service, and commercial skills, with the ability to manage teams, maintain exceptional service standards, resolve guest concerns, monitor hotel performance, and ensure smooth day-to-day operations across departments.

This is a hands-on leadership position requiring a strong understanding of Front Office, Rooms Division, Guest Relations, Revenue, Housekeeping coordination, hotel standards, and overall hotel operations
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• Oversee all daily Front Office operations, including reception, reservations, check-in, check-out, guest services, and concierge functions.
• Ensure efficient room allocation, arrivals, departures, VIP handling, and group movements.
• Maintain high standards of guest service throughout the guest journey.
• Monitor occupancy, room availability, room status, and operational requirements.
• Ensure accurate handling of cash, billing, deposits, discounts, refunds, and financial transactions.
• Review daily reports, occupancy reports, revenue reports, and other operational documentation.
• Ensure proper use and maintenance of the hotel's PMS and front-office systems.
• Coordinate closely with Housekeeping to ensure timely room readiness and effective room-status management.
• Handle escalated guest complaints and ensure appropriate and timely resolution.
• Ensure compliance with hotel policies, SOPs, brand standards, and service standards.

• Support the General Manager in the overall management and daily operations of the hotel.
• Act as the Manager on Duty when required and ensure smooth hotel operations in the absence of the General Manager.
• Coordinate with all departments, including Front Office, Housekeeping, Food & Beverage, Engineering/Maintenance, Sales & Marketing, Finance, and Security.
• Monitor departmental performance and ensure operational targets are achieved.
• Identify operational challenges and implement practical solutions to improve efficiency and guest satisfaction.
• Assist in developing and implementing hotel policies, SOPs, service standards, and operational procedures.
• Participate in management meetings and provide regular updates regarding operational performance.
• Assist the General Manager with budgeting, forecasting, cost control, and revenue-management initiatives.
• Monitor hotel expenses and identify opportunities for operational cost optimization.
• Support revenue-generating initiatives and maximize occupancy, ADR, RevPAR, and overall hotel profitability.
• Ensure effective communication between departments and promote teamwork across the property.
• Assist with staff scheduling, manpower planning, performance management, training, and employee development.
• Support recruitment and onboarding of operational employees when required.
• Ensure compliance with health, safety, security, and legal requirements.
• Monitor hotel facilities and coordinate with Engineering/Maintenance to ensure timely resolution of issues.
• Maintain strong relationships with guests, corporate clients, vendors, and other stakeholders.

• Establish and maintain a strong guest-centric culture throughout the hotel.
• Personally engage with VIPs, repeat guests, corporate clients, and guests requiring special attention.
• Monitor guest feedback, online reviews, complaints, and satisfaction scores.
• Develop action plans to address recurring guest concerns and improve service quality.
• Ensure consistent professional standards in communication, appearance, hospitality, and service delivery.

• Lead, motivate, coach, and develop Front Office and operational teams.
• Establish clear performance expectations and monitor employee performance.
• Conduct regular briefings and operational meetings.
• Promote accountability, professionalism, teamwork, and a positive workplace culture.
• Identify training needs and coordinate…