About the Role:

We are looking for an experienced Front Office Manager to lead and oversee the daily operations of the front desk team. This role is key to ensuring exceptional guest experiences, maintaining smooth check-in and check-out processes, and optimizing front office efficiency.

As a Front Office Manager, you will manage the reception team, coordinate with other departments, and uphold the highest standards of customer service and operational excellence.

Key Responsibilities:

Guest Experience & Service Excellence

• Supervise the front desk team to ensure a warm welcome and seamless check-in/check-out experience for all guests.

• Handle guest inquiries, special requests, complaints, and escalations with professionalism and efficiency.

• Monitor guest satisfaction and implement strategies to enhance service quality.

• Ensure all staff follow customer service protocols and brand standards.

Front Office Operations & Administration

• Oversee the daily operations of the front office, including reception, concierge, and reservations.

• Ensure accurate room assignments, availability updates, and revenue optimization.

• Manage the implementation and maintenance of the Property Management System (PMS).

• Ensure compliance with all hotel policies and procedures, including security and financial protocols.

• Maintain accurate records, including occupancy reports, guest feedback, and operational statistics.

Team Leadership & Training

• Lead, train, and develop front office staff to maintain high service levels and efficiency.

• Conduct performance reviews, provide coaching, and ensure proper scheduling to meet business needs.

• Foster a positive and motivated team environment.

Financial & Revenue Management

• Monitor and manage front desk budgets, including cash handling and billing procedures.

• Assist in maximizing hotel revenue by managing upselling strategies and optimizing room allocation.

• Ensure proper reconciliation of daily transactions and financial reporting.

Coordination & Communication

• Collaborate with housekeeping, maintenance, and F&B departments to ensure smooth hotel operations.

• Communicate effectively with guests and internal teams to provide an outstanding stay experience.

• Ensure all guest concerns and maintenance issues are promptly addressed and resolved.

Requirements:

• Proven experience as a Front Office Manager, Assistant Front Office Manager, or similar role in the hospitality industry.

• Strong leadership and team management skills.

• Excellent customer service and communication abilities.

• Proficiency in PMS (Opera, Fidelio, or similar hotel management systems).

• Ability to handle high-pressure situations and problem-solving effectively.

• Fluency in English and [other relevant language] is preferred.

• Degree or diploma in Hospitality Management or related field is a plus.