Front Office Manager

• We are seeking a professional and service-driven Front Office Manager to lead the front desk operations and guest experience function.
• The ideal candidate will be responsible for managing the front office team, ensuring smooth check-in and check-out processes, maintaining high standards of guest service, and supporting overall hotel operations.
• This individual will play a critical role in upholding the hotel’s reputation for luxury and comfort, ensuring every guest interaction reflects elegance and efficiency.

Key Responsibilities
Guest Services & Operations:

• Oversee daily front office operations including guest check-ins, check-outs, and concierge services.
• Ensure a consistent, high-quality guest experience aligned with the property’s luxury standards.
• Address guest concerns or complaints promptly and professionally, turning challenges into opportunities for service recovery.
• Promote in-house services and amenities including spa treatments, dining experiences, and wellness offerings.

Team Management:

• Supervise, train, and support front desk staff to maintain a professional and courteous atmosphere.
• Develop and implement SOPs for the front office team to ensure operational consistency.
• Foster a culture of accountability, teamwork, and service excellence.

Reservation Coordination:

• Work closely with the reservations team to ensure accurate bookings, availability tracking, and coordination of guest requests.
• Optimize room allocation and liaise with housekeeping to ensure readiness and guest satisfaction.
• Update booking sheets and relevant front office systems daily.

System & Reporting:

• Manage and ensure full utilization of front office and property management systems (e.g., Opera, Amadeus, or similar).
• Generate daily, weekly, and monthly reports on occupancy, guest feedback, and operational performance.
• Monitor guest trends to support continuous improvement efforts and enhance service delivery.

Revenue Support & Collaboration:

• Support revenue generation by upselling premium rooms and promoting special packages.
• Collaborate with Sales, Housekeeping, and F&B teams to ensure smooth guest transitions and operations.
• Maintain awareness of local competitors and market dynamics to inform service enhancements.

Requirements

• Bachelor’s Degree in Hospitality Management, Business Administration, or a related field.
• 2 - 4 years of experience in a similar front office or guest services management role, preferably within a luxury or boutique hotel.
• Proficiency in hotel management systems such as Opera, Amadeus, or equivalent.
• Strong leadership and communication skills.
• Exceptional attention to detail and a guest-centric mindset.
• Ability to multitask and adapt in a dynamic, fast-paced environment.
• Demonstrated ability to lead a team with poise, professionalism, and a passion for hospitality.