Front Office Manager

Job Description

At Raffles, thoughtful service begins with knowing each guest as an individual. We are looking for a Front Office Manager to lead our Reception team, ensuring every arrival, stay and departure is handled with care, confidence and attention to detail.

• Lead the daily operations of Reception team ensuring guests receive prompt, personal service and that concerns are resolved effectively.
• Ensure returning and VIP guests are recognized, their preferences are kept up to date in ACDC, and their stays are prepared accordingly.
• Coach the team to deliver Raffles service standards, hotel procedures and LQA standards. Hold regular departmental meetings and maintain high standards of presentation and conduct.
• Oversee room availability, room types, inventory accuracy and rate categories. Use forecasts to plan staffing and support occupancy, revenue and average rate goals.
• Work closely with Housekeeping to uphold the “Room Ready on Arrival” policy and arrange rooms, amenities and special requests for guests.
• Partner with Finance on credit procedures and departmental budgets, and with other teams to promote the hotel’s facilities and services.
• Prepare effective work and holiday schedules based on forecast occupancy and group movements. Monitor departmental purchasing, quality and costs.
• Maintain the cleanliness and presentation of the lobby and front desk, and conduct checks of VIP rooms before arrival.
• Support the Director of Front Office, including approving upgrades and special amenities in their absence.
• Ensure the team follows occupational health and safety procedures.

Qualifications

• Proven leadership experience in Front Office operations, ideally in a luxury hotel.
• Strong knowledge of reception, guest relations, room inventory and guest service procedures.
• Experience leading, coaching and scheduling teams while maintaining high service standards.
• A genuine passion for personalized hospitality and the ability to handle guest concerns with empathy and confidence.
• Familiarity with property management systems, guest profiles and quality standards such as LQA.
• Commercial awareness, including upselling, cost control and budget management.
• Excellent communication and organizational skills, with the ability to work closely with other hotel departments.
• Fluency in English; additional languages are an advantage.

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits like medical care, commuting allowance, Multisport cards and others. 

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.