The Front Office Manager is responsible for overseeing the front desk operations, guest services, concierge, bell desk, and night audit. The role ensures a smooth, efficient, and courteous check-in/check-out experience for all guests, while maintaining service excellence and adhering to hotel policies and standards.

Key Responsibilities:

1. Guest Services Management

• Supervise the front desk operations to ensure exceptional guest service.
• Greet and interact with guests to ensure satisfaction and handle complaints professionally.
• Ensure smooth check-in and check-out processes, including accurate billing.
• Coordinate VIP arrivals, special requests, and guest preferences.

2. Team Leadership

• Recruit, train, and supervise front office staff including receptionists, concierge, and bellboys.
• Prepare duty rosters and manage staff scheduling to ensure proper coverage.
• Conduct performance reviews and motivate team to exceed service expectations.
• Maintain a professional and supportive work environment.

3. Operational Excellence

• Ensure the front desk is always well-organized, efficient, and guest-ready.
• Monitor room availability and work closely with housekeeping and reservations.
• Manage overbooking situations, walk-ins, and late check-outs professionally.
• Ensure compliance with hotel policies, procedures, and safety standards.

4. Revenue and Reporting

• Maximize room revenue through up-selling and effective room inventory control.
• Monitor front office expenses and maintain operational budget.
• Prepare and analyze daily, weekly, and monthly reports related to occupancy, guest feedback, and performance.

5. Systems and Administration

• Oversee the use and maintenance of Property Management System (PMS).
• Ensure guest data is entered accurately and confidentially.
• Coordinate with other departments for smooth inter-departmental operations.

Key Skills and Competencies:

• Excellent leadership and team management skills
• Strong guest service orientation and problem-solving ability
• Excellent communication and interpersonal skills
• Solid knowledge of hotel software systems
• Attention to detail and ability to handle high-pressure situations
• Professional appearance and demeanor

Qualifications:

• Degree or Diploma in Hotel Management or Hospitality
• Minimum 5–7 years of experience in Front Office operations with at least 1–2 years in a supervisory or managerial role
• Strong knowledge of front desk procedures, customer service, and reservations

Working Conditions:

• Flexible to work in shifts, weekends, and holidays
• On-call availability for urgent guest or operational issues

Send resume to WA - 94462838 / 9446283381