Front Office Manager

About the role

Operational Management - Oversee the daily operations of Front Desk, Guest Service Center, Concierge, Bell Service, and Guest Relations (where applicable). - Ensure smooth check-in and check-out processes. - Monitor room availability, occupancy, room assignments, and guest requests. - Maintain accurate guest records and billing procedures. - Ensure compliance with hotel policies, procedures, and brand standards. - Act as Manager-on-Duty (MOD) when assigned. Guest Experience - Ensure all guests receive professional, personalized, and efficient service throughout their stay. - Review daily arrival, in-house, and departure guest lists to identify VIPs, repeat guests, long-stay guests, airline crew members, and special occasions. - Ensure personalized greetings and recognition are provided to VIPs, returning guests, and loyalty members. - Monitor guest preferences and stay history to deliver customized experiences and exceed guest expectations. - Handle guest complaints, concerns, and service recovery promptly and professionally. - Conduct regular lobby presence during peak periods to engage with guests and gather feedback. - Monitor guest satisfaction scores and implement continuous improvement initiatives. VIP & Guest Recognition Management - Review and oversee all VIP arrivals, ensuring guest preferences and special requests are arranged prior to arrival. - Conduct pre-arrival inspections of VIP rooms and suites to ensure room readiness, cleanliness, maintenance standards, amenities, and personalized touches are in place. - Coordinate with Housekeeping, Engineering, Food & Beverage, and Guest Relations teams to ensure seamless VIP experiences. - Personally welcome key VIP guests, corporate clients, airline representatives, and repeat guests whenever possible. - Ensure VIP amenities, welcome letters, special occasion arrangements, and room set-ups are delivered accurately and on time. - Follow up with VIP guests during their stay to ensure satisfaction and promptly address any concerns. - Maintain accurate guest profiles and preferences within the Property Management System (PMS) to support future personalized service. Leadership & Team Development - Recruit, train, coach, and supervise Front Office associates. - Conduct performance evaluations and provide ongoing feedback. - Develop team members through coaching and succession planning. - Foster a positive, service-oriented work environment. Revenue & Financial Management - Monitor cashiering activities and ensure compliance with hotel financial procedures. - Monitor upselling opportunities and front office revenue streams. - Control departmental expenses and labor costs. - Prepare reports and analyze operational performance. Communication & Coordination - Coordinate closely with Housekeeping, Reservations, Sales, Engineering, Security, and other departments. - Ensure effective shift handovers and communication within the team. - Conduct departmental daily briefings. - Participate in operational meetings and briefings. - Bachelor's Degree in Hospitality Management, Business Administration, or related field preferred. - Minimum 3-5 years of Front Office supervisory experience, including at least 2 years in a management role. - Strong knowledge of hotel operations and Front Office procedures. - Experience with Property Management Systems (Opera or equivalent). - Excellent leadership and problem-solving skills. - Strong communication and interpersonal skills. - Fluent in English; additional languages are an advantage.

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Company Intel

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