Front Office Manager

Job Description

• Oversee all Front Office operations, including Reception, Concierge, Bell Desk, Guest Relations, CID, Business Centre, Airport Representatives, Drivers and Valet Parking, ensuring compliance with hotel standards and procedures.
• Ensure adequate staffing, supervision and operational coverage across all Front Office sections at all times.
• Ensure exceptional guest service by providing a warm welcome, personalised attention and a memorable guest experience throughout their stay.
• Handle guest complaints and service recovery professionally, ensuring timely resolution, guest satisfaction and proper follow-up.
• Maintain strong guest relations by engaging with guests, personally welcoming VIPs, recognising repeat guests and building long-term relationships.
• Ensure accurate management of guest profiles, VIP arrivals, pre-registration, room blocking, special requests and guest history records.
• Oversee arrival and departure arrangements, including airport transfers, transportation schedules, room readiness and check-in/check-out procedures.
• Ensure compliance with CID requirements, local government regulations, guest registration procedures and hotel security standards.
• Monitor Front Office financial controls, audit procedures, daily reports, night audit results, forecasts and operational statistics.
• Coordinate closely with Housekeeping, Engineering, Reservations, Sales and Revenue teams to ensure room readiness, maintenance, rate management and smooth hotel operations.
• Conduct regular room inspections and ensure all rooms and public areas meet the hotel's standards of cleanliness, presentation and maintenance.
• Lead daily briefings and departmental meetings, ensuring clear communication of operational priorities, guest feedback, upcoming events and departmental updates.
• Recruit, train, coach and develop Front Office ambassadors, conducting performance evaluations and implementing action plans to improve engagement, motivation and retention.
• Monitor operational performance, identify areas for improvement, implement corrective actions and ensure the effective use of hotel systems, equipment and resources.

Qualifications

• Bachelor's degree or Diploma in Hospitality Management, Hotel Management or a related field.
• Minimum 3–5 years of experience in Front Office operations, preferably within a luxury hotel environment.
• Previous experience in a supervisory or managerial role within the Front Office department.
• Strong knowledge of Front Office operations, including Reception, Concierge, Guest Relations and Reservations.
• Proficiency in Property Management Systems (PMS), preferably Opera.
• Excellent communication, interpersonal and guest relations skills.
• Strong leadership, team management and problem-solving abilities.
• Ability to handle guest complaints, resolve operational challenges and deliver exceptional service.
• Good knowledge of hotel financial procedures, room inventory management and revenue optimisation.
• Knowledge of hotel safety standards, security procedures and local government regulations.
• Fluency in English; additional languages will be an advantage.

Additional Information