FRONT OFFICE MANAGER

Direct all front-of-house operations to deliver consistent, high-quality service from guest arrival to departure. This role leads the front desk, reservations, concierge, and guest relations teams, ensuring daily operational efficiency, team excellence, and maximum room revenue.

Key Responsibilities

• Direct the daily operations of the Front Desk, Concierge, Guest Relations, and Reservations teams.
• Maintain strong lobby presence during peak arrival and departure times to greet guests and manage VIP arrivals.
• Resolve guest complaints and operational issues immediately with professionalism and tact.
• Recruit, onboard, train, and mentor front office staff to maintain professional service standards.
• Create monthly staff rosters and manage shift schedules within labor budget limits.
• Enforce hotel standard operating procedures, lobby cleanliness standards, and staff grooming guidelines.
• Oversee front desk cash handling, guest billing accuracy, credit card processing, and daily night audit checks.
• Conduct regular staff performance evaluations and implement target-driven training programs.
• Ensure full compliance with hotel safety protocols, emergency procedures, and local guest registration laws.

Job Requirements

• Minimum of 5 years total experience in managerial or supervisory front office role within a hotel environment.
• Diploma or Bachelor’s degree in Hospitality Management, Tourism, or a related field.
• Practical working knowledge of Property Management Systems (PMS) like Opera or Fidelio.
• Proven team leadership, conflict resolution, and operational budget management skills.
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