Full job description

Key Responsibilities:

• Oversee all Front Office operations to ensure smooth, efficient, and professional service delivery in line with hotel policies and brand standards.
• Lead, manage, and motivate the Front Office team to deliver exceptional guest experiences at all touchpoints.
• Ensure efficient handling of guest check-in, check-out, reservations, and concierge services.
• Monitor and maintain high standards of guest service, staff grooming, and professional conduct at all times.
• Handle escalated guest complaints, special requests, and VIP arrangements, ensuring prompt and effective resolution.
• Develop, implement, and review Front Office SOPs, procedures, and service standards to ensure consistency and quality.
• Plan and manage staffing levels, duty rosters, and attendance to meet operational needs and control labor costs.
• Coordinate closely with Housekeeping, Engineering, Sales, and other departments to ensure seamless guest experiences.
• Oversee cash handling, billing, credit control, and night audit processes to ensure accuracy and compliance.
• Monitor room inventory, rates, and availability to maximize occupancy, ADR, and overall revenue.
• Prepare and analyze daily, weekly, and monthly reports related to occupancy, revenue, guest feedback, and operational performance.
• Lead recruitment, onboarding, training, and performance evaluations of Front Office team members.
• Ensure the lobby, reception, and guest-facing areas are maintained in a clean, organized, and welcoming condition.
• Act as Duty Manager when required, ensuring overall hotel operations run smoothly and guest satisfaction is maintained.
• Ensure compliance with health, safety, and security policies and procedures.

Requirements:

• Proven experience as a Front Office Manager or Assistant Front Office Manager in a 4- or 5-star hotel.
• Strong leadership, people management, and team development skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Professional appearance, positive attitude, and strong guest-centric mindset.
• In-depth knowledge of front office operations, reservations, cashiering, and night audit procedures.
• Proficiency in hotel management systems and Microsoft Office applications.
• Strong financial acumen with experience in budgeting, forecasting, and cost control.
• Ability to work under pressure, manage multiple priorities, and make sound decisions.
• Strong organizational skills with keen attention to detail.
• Flexibility to work shifts, including weekends and public holidays.