Front Office Manager

The Front Office Manager is responsible for managing all front office operations to ensure the highest standards of guest service, efficiency, and professionalism. The role oversees Reception, Guest Relations, Concierge, Bell Desk, and Night Audit teams. In a pre-opening phase, the Front Office Manager plays a vital role in establishing front office systems, recruiting and training staff, and ensuring the department’s readiness for opening and smooth daily operation thereafter.

Area of Fucos:-

Supervise Front Desk Staff: Manage and train front office personnel to ensure high-quality service and efficient operations.

Guest Services Management: Handle guest check-ins and check-outs, manage reservations, and address guest inquiries and complaints promptly.

Coordination with Departments: Liaise with housekeeping, maintenance, and other departments to ensure smooth operations and guest satisfaction.

Administrative Duties: Prepare reports on customer feedback, manage departmental budgets, and maintain accurate records of guest interactions and transactions.

Customer Experience Enhancement: Ensure that the front office area is welcoming and organized, contributing to a positive first impression for guests. 

Pre-Opening Responsibilities:

• Develop and implement Front Office Standard Operating Procedures (SOPs) in line with hotel brand standards.
• Participate in recruitment, selection, and training of front office and guest service team members.
• Assist in setting up the Front Office layout, including reception counters, back office, and equipment setup.
• Coordinate with IT for the implementation of PMS (Property Management System) and other related software.
• Establish room assignment procedures, check-in/check-out processes, and guest service protocols.
• Prepare departmental pre-opening budget and identify operational requirements (supplies, signage, stationery, etc.).
• Develop guest recognition and loyalty programs in coordination with Sales and Marketing.
• Conduct trial runs and simulations to ensure operational readiness before opening.

Daily Operational Responsibilities:

• Oversee the daily operations of the Front Office to ensure smooth, efficient, and courteous service to all guests.
• Manage and supervise all Front Office staff, ensuring excellent grooming, discipline, and performance.
• Monitor guest arrivals, departures, and special requests to ensure personalized service.
• Ensure accurate and efficient handling of reservations, registration, billing, and cashiering functions.
• Handle guest complaints, requests, and feedback professionally to ensure guest satisfaction and loyalty.
• Maintain effective communication and coordination with Housekeeping, Engineering, F&B, and other departments.
• Oversee night audit and ensure proper daily revenue reporting and system balancing.
• Analyze occupancy trends, forecasts, and revenue reports to optimize room sales and profitability.
• Maintain up-to-date records and ensure all front office reports are completed accurately and on time.
• Ensure compliance with hotel policies, brand standards, and local regulations.
• Promote a culture of service excellence and continuous improvement within the team.

• Bachelor’s Degree or Diploma in Hospitality Management or related field.
• Minimum of 10 years’ experience in Front Office operations with at least 5 years in r managerial position in a 4- or 5-star hotel.
• Strong leadership and team management skills.
• Pre- opening experience in 5-star Resort will be added advantage
• Excellent guest service and communication abilities.
• Proficient in hotel PMS systems and Microsoft Office applications.
• Strong financial acumen and understanding of budgeting and revenue management.
• Fluency in English (additional languages are an advantage).
• Ability to work flexible hours, including weekends and holidays.