Front Office Manager

Front Office Operations & Guest Service

• Oversee Daily Operations: Manage the daily functions of the front desk, including efficient guest check-in, check-out, and room assignment procedures.

• Guest Relations: Handle all guest inquiries, requests, and, most critically, resolve complaints promptly and professionally to ensure a high level of guest satisfaction.

• Inter-Departmental Coordination: Maintain clear and constant communication with other hotel departments (e.g., Housekeeping, Maintenance, Reservations, Sales) to ensure seamless service delivery and room readiness.

• Security & Safety: Ensure compliance with all hotel security, safety, and emergency response protocols, including key control and guest identification procedures.

2. Staff Leadership & Management

• Supervision: Directly supervise and provide guidance to the Front Desk Agents, Night Auditors, Concierge, and Bell Staff.

• Hiring & Training: Recruit, onboard, train, and cross-train all front office personnel on hotel standards, policies (SOPs), and service systems.

• Scheduling & Performance: Create and manage staff schedules (rotas) to ensure adequate coverage, manage workloads, and conduct regular performance evaluations and coaching.

• Team Motivation: Foster a positive, professional, and customer-focused work environment.

3. Financial & Administrative Duties

• Revenue Management: Monitor room rates, occupancy levels, and revenue performance, implementing strategies to maximize RevPAR (Revenue Per Available Room) and profitability.

• Cash Handling & Auditing: Oversee all front office financial transactions, including guest payments, refunds, and currency exchange, ensuring accuracy and adherence to cash-handling policies.

• Reporting: Prepare and analyze daily, weekly, and monthly reports on occupancy, revenue, guest feedback, and departmental performance for upper management.

• Budgeting: Manage the front office departmental budget, monitoring and controlling controllable costs like labor and supplies.

🎯 Required Qualifications and Skills

Qualifications

• Experience: Typically requires a minimum of 3-5 years of experience in hotel front office operations, with at least 1-2 years in a supervisory or management role.

• Education: A Bachelor’s degree or diploma in Hospitality Management, Business Administration, or a related field is often preferred, but extensive, proven experience can sometimes substitute.

• Technical Proficiency: Strong working knowledge of Property Management Systems (PMS) like Opera, as well as Microsoft Office Suite (Word, Excel).

Core Skills

• Leadership & Team Management: The ability to lead, motivate, and develop a team of diverse personalities and skill levels.

• Exceptional Customer Service: A genuine passion for hospitality and an unwavering commitment to guest satisfaction.

• Communication & Interpersonal Skills: Excellent verbal and written communication skills to interact professionally with guests, staff, and management.

• Problem-Solving & Diplomacy: The ability to handle difficult guest complaints, resolve emergencies, and make quick, effective decisions under pressure.

• Organizational & Time Management: Superior ability to multitask, prioritize, and maintain accurate administrative and financial records.