Job Description

Summary:

The Front Office Manager leads all front office operations to ensure seamless, efficient, and exceptional guest experiences. You will oversee the reception, concierge, guest services, and reservations, ensuring personalized service, operational excellence, and strong team performance.

Key Responsibilities:

Guest Experience & Operations

• Lead and manage daily front office operations, including reception, arrivals/departures, guest services, and concierge.
• Ensure a warm, efficient, and personalised welcome for every guest in line with Banyan Tree service standards.
• Monitor and enhance service delivery by anticipating, responding to, and exceeding guest expectations.
• Handle guest feedback and resolve escalations in a timely and professional manner.

Team Leadership & Development

• Supervise, coach, and mentor front office team members to deliver exceptional guest service.
• Conduct regular team briefings, performance reviews, and training.
• Foster a positive, collaborative, and guest‑centric work environment.

Revenue & Business Performance

• Work closely with Revenue Management and Reservations to optimise room occupancy and rate performance.
• Maximise upselling opportunities and contribute to revenue initiatives through effective front office interactions.

Standards, Procedures & Compliance

• Ensure adherence to all SOPs, brand standards, and departmental policies.
• Monitor front office KPIs (e.g., average check‑in time, guest satisfaction scores, occupancy metrics).
• Oversee accurate billing, night audit procedures, and cash handling protocols.

Cross‑Functional Collaboration

• Work with Housekeeping, Guest Relations, Food & Beverage, and other departments to ensure seamless operations.
• Participate in management meetings and contribute to strategic planning.

Qualifications

Experience & Qualifications

• Minimum 5 years’ experience in front office operations within luxury hotels/resorts, with at least 2 years in a supervisory/managerial role.
• Strong understanding of hospitality front office systems (e.g., Opera or similar PMS).
• Proven track record in guest‑centric leadership and team development.

Skills & Competencies

• Exceptional guest service orientation with strong problem‑solving skills.
• Outstanding communication and interpersonal skills.
• Ability to lead, motivate, and develop a high‑performing team.
• Commercial awareness with a focus on driving revenue and operational results.

Personal Attributes

• Professional, proactive, and adaptable under pressure.
• Detail‑oriented with a positive and collaborative attitude.
• Strong cultural awareness and inclusive leadership style.

Additional Information