Front Office Manager

Role & responsibilities

• Trains, cross-trains, and retrains all Front Office personnel.
• Participates in the selection and recruitment of Front Office personnel.
• Schedules Front Office staff and supervises workload during shifts.
• Evaluates the job performance of each Front Office employee.
• Maintains effective working relationships and communication with all departments.
• Maintains master key control and ensures compliance with key-control procedures.
• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Updates group information and maintains, monitors, and prepares group requirements.
• Relays group-related information to the appropriate personnel.
• Reviews and completes credit limit reports.
• Manages Front Office operations within the allocated budget.
• Receives information from the previous shift manager and communicates pertinent details to the incoming manager.
• Analyzes rate variance, monitors credit reports, and maintains close observation of the daily house count.
• Monitors daily selling status, flash reports, allowances, and other relevant Front Office reports.
• Monitors high-balance guests and takes appropriate action as required.
• Ensures the implementation and compliance of all hotel policies and house rules.
• Operates all aspects of the Front Office computer system, including software maintenance, report generation, analysis, and basic configuration changes.
• Prepares revenue and occupancy forecasts.
• Ensures the timely and professional logging and delivery of all messages, packages, and mail.
• Ensures employees are attentive, friendly, helpful, and courteous toward all guests, managers, and colleagues.
• Monitors all VIPs, special guests, and special requests.

• Graduate or Diploma in Hotel Management, Hospitality Management, or a related field.
• Minimum 58 years of relevant experience in Front Office and Reservations operations, preferably in a reputed hotel, resort, or luxury hospitality environment.
• Strong knowledge of Front Office operations, Reservations, PMS, room inventory management, rate management, and distribution channels.
• Experience in maximizing room revenue and occupancy through effective inventory and pricing strategies.
• Strong understanding of Revenue Management, forecasting, rate analysis, competitor analysis, and market trends.
• Proven experience in managing, training, mentoring, and supervising Front Office and Reservations teams.

• Competitive salary and benefits package
• Opportunity to work in a premium nature and luxury hospitality environment
• Exposure to resort operations, guest experiences, and wildlife tourism
• Learning and development opportunities through on-the-job training and cross-functional exposure
• Career growth opportunities within the hospitality organization
• Employee meals and accommodation, as applicable
• Supportive and professional work environment
• Opportunity to interact with guests from diverse backgrounds
• Exposure to sustainable hospitality practices and eco-friendly resort operations
• Employee recognition and appreciation programs
• Opportunities to develop leadership and managerial skills
• Experience working in a unique destination surrounded by nature and wildlife