The Front Office Manager is responsible for the efficient management of all front office operations, ensuring exceptional guest experiences from reservation through departure. The role oversees reception, reservations, concierge, guest relations, switchboard, and night audit functions while driving revenue through room sales, maintaining operational excellence, and ensuring compliance with hotel standards. The Front Office Manager serves as the hotel's primary ambassador, creating memorable first and last impressions for every guest.

Responsibilities or duties

Front Office Operations

• Manage the day-to-day operations of the Front Office.
• Ensure seamless guest arrivals, departures, and in-house guest services.
• Maintain professional and efficient reception services at all times.
• Ensure compliance with all Front Office Standard Operating Procedures (SOPs).
• Monitor lobby presentation and cleanliness.
• Conduct daily operational briefings with the Front Office team.
• Ensure all shifts are adequately staffed.

Guest Experience & Service Excellence

• Deliver exceptional guest service that exceeds expectations.
• Personally, welcome VIPs, corporate clients, and group arrivals.
• Resolve guest complaints promptly and professionally.
• Monitor guest feedback and online reviews.
• Develop guest recognition and loyalty initiatives.
• Ensure personalised service for repeat and long-stay guests.
• Coordinate special guest requests and amenities.

Reservations & Revenue Optimisation

• Oversee room reservations and booking processes.
• Monitor room availability and occupancy levels.
• Maximise room revenue through upselling and cross-selling.
• Ensure accurate room allocation based on guest preferences.
• Collaborate with Sales & Marketing to manage group bookings.
• Monitor booking channels and reservation accuracy.
• Maintain accurate room inventory.

Rooms Revenue Management

• Support the implementation of revenue management strategies.
• Monitor occupancy, Average Daily Rate (ADR), and Revenue per Available Room (RevPAR).
• Prepare daily pickup and occupancy reports.
• Ensure rate integrity across all distribution channels.
• Promote room upgrades and value-added packages.
• Analyse demand trends and booking pace.

Guest Relations

• Build and maintain strong relationships with guests.
• Conduct regular lobby hosting.
• Handle guest feedback and complaints efficiently.
• Coordinate VIP arrivals and departures.
• Ensure special occasions such as birthdays and anniversaries are recognised.
• Follow up on guest satisfaction during and after their stay.

Night Audit & Cash Management

• Oversee the Night Audit process.
• Ensure all daily transactions are reconciled accurately.
• Verify room charges, payments, and revenue postings.
• Ensure proper handling of cash, credit cards, and foreign currency.
• Monitor cash floats and banking procedures.
• Investigate and resolve discrepancies promptly.

Administration & Reporting

• Prepare daily, weekly, and monthly Front Office reports.
• Analyse occupancy, ADR, RevPAR, and guest satisfaction metrics.
• Monitor departmental budgets and expenses.
• Maintain accurate guest records and statistical data.
• Submit management reports on operational performance.

Team Leadership & Human Resource Management

• Recruit, train, coach, and develop Front Office staff.
• Conduct induction programmes for new employees.
• Prepare duty rosters and leave schedules.
• Carry out performance evaluations.
• Foster a culture of teamwork, accountability, and service excellence.
• Manage employee discipline in accordance with hotel policies.
• Identify training needs and coordinate ongoing development.

Interdepartmental Coordination

• Liaise closely with Housekeeping to ensure timely room readiness.
• Coordinate with Maintenance for prompt resolution of room defects.
• Work with Food & Beverage for guest packages, events, and VIP amenities.
• Collaborate with Sales & Marketing on corporate and group reservations.
• Coordinate with Security to ensure guest safety.

Health, Safety & Security

• Ensure compliance with hotel safety and security procedures.
• Maintain guest confidentiality and data protection.
• Respond appropriately to emergencies and incidents.
• Ensure fire, evacuation, and emergency procedures are understood by staff.
• Maintain compliance with health and safety legislation.

Quality Assurance

• Ensure compliance with hotel brand standards and SOPs.
• Conduct daily inspections of the Front Office and lobby.
• Monitor telephone etiquette and reservation standards.
• Ensure professional appearance and grooming standards.
• Participate in quality assurance audits and mystery guest programmes.

Key Performance Indicators (KPIs)

Financial

• Rooms Revenue Achievement
• Average Daily Rate (ADR)
• Revenue per Available Room (RevPAR)
• Occupancy Percentage
• Upselling Revenue
• Cash Variance (Target: Zero)

Operational

• Guest Satisfaction Score: ≥90%
• Average Check-in Time: ≤5 minutes
• Average Check-out Time: ≤3 minutes
• Reservation Accuracy: ≥99%
• Complaint Resolution Within 24 Hours: ≥95%
• Telephone Response Time: Within three rings

People

• Staff Turnover Rate
• Training Hours per Employee
• Employee Engagement Score
• Performance Appraisal Completion: 100%

Qualifications or requirements (e.g., education, skills)

Essential

• Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Tourism Management, Business Administration, or a related field.

Desirable

• Certification in Revenue Management or Guest Service Excellence.
• Experience with internationally recognised hotel brands.

Knowledge & Technical Skills

• Property Management Systems (PMS) such as Opera, Protel, or RoomRaccoon
• Central Reservation Systems (CRS)
• Microsoft Office Suite
• Revenue management principles
• Cash handling and financial reconciliation
• Hotel reservation systems
• Guest service standards
• Report preparation and data analysis

Core Competencies

• Leadership and team development
• Excellent customer service
• Strong communication and interpersonal skills
• Problem-solving and decision-making
• Financial awareness
• Organisational and time management skills
• Attention to detail
• Conflict resolution
• Commercial awareness
• Ability to work under pressure
• Professional presentation and integrity

Personal Attributes

• Warm, approachable, and guest-focused
• High level of professionalism and confidentiality
• Positive attitude with a solutions-oriented mindset
• Adaptable and resilient
• Results-driven
• Excellent judgement and decision-making ability

Experience needed

• Minimum 5 years' experience in Front Office operations, with at least 2 years in a supervisory or management role.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Working Conditions

• Full-time management position.
• Requires shift work, including evenings, weekends, and public holidays.
• Regular standing and walking throughout the hotel.
• May be required to respond to operational emergencies outside normal working hours.

• Manage the day-to-day operations of the Front Office.
• Ensure seamless guest arrivals, departures, and in-house guest services.
• Maintain professional and efficient reception services at all times.
• Ensure compliance with all Front Office Standard Operating Procedures (SOPs).
• Monitor lobby presentation and cleanliness.
• Conduct daily operational briefings with the Front Office team.
• Ensure all shifts are adequately staffed.
• Deliver exceptional guest service that exceeds expectations.
• Personally, welcome VIPs, corporate clients, and group arrivals.
• Resolve guest complaints promptly and professionally.
• Monitor guest feedback and online reviews.
• Develop guest recognition and loyalty initiatives.
• Ensure personalised service for repeat and long-stay guests.
• Coordinate special guest requests and amenities.
• Oversee room reservations and booking processes.
• Monitor room availability and occupancy levels.
• Maximise room revenue through upselling and cross-selling.
• Ensure accurate room allocation based on guest preferences.
• Collaborate with Sales & Marketing to manage group bookings.
• Monitor booking channels and reservation accuracy.
• Maintain accurate room inventory.
• Support the implementation of revenue management strategies.
• Monitor occupancy, Average Daily Rate (ADR), and Revenue per Available Room (RevPAR).
• Prepare daily pickup and occupancy reports.
• Ensure rate integrity across all distribution channels.
• Promote room upgrades and value-added packages.
• Analyse demand trends and booking pace.
• Build and maintain strong relationships with guests.
• Conduct regular lobby hosting.
• Handle guest feedback and complaints efficiently.
• Coordinate VIP arrivals and departures.
• Ensure special occasions such as birthdays and anniversaries are recognised.
• Follow up on guest satisfaction during and after their stay.
• Oversee the Night Audit process.
• Ensure all daily transactions are reconciled accurately.
• Verify room charges, payments, and revenue postings.
• Ensure proper handling of cash, credit cards, and foreign currency.
• Monitor cash floats and banking procedures.
• Investigate and resolve discrepancies promptly.
• Prepare daily, weekly, and monthly Front Office reports.
• Analyse occupancy, ADR, RevPAR, and guest satisfaction metrics.
• Monitor departmental budgets and expenses.
• Maintain accurate guest records and statistical data.
• Submit management reports on operational performance.
• Recruit, train, coach, and develop Front Office staff.
• Conduct induction programmes for new employees.
• Prepare duty rosters and leave schedules.
• Carry out performance evaluations.
• Foster a culture of teamwork, accountability, and service excellence.
• Manage employee discipline in accordance with hotel policies.
• Identify training needs and coordinate ongoing development.
• Liaise closely with Housekeeping to ensure timely room readiness.
• Coordinate with Maintenance for prompt resolution of room defects.
• Work with Food & Beverage for guest packages, events, and VIP amenities.
• Collaborate with Sales & Marketing on corporate and group reservations.
• Coordinate with Security to ensure guest safety.
• Ensure compliance with hotel safety and security procedures.
• Maintain guest confidentiality and data protection.
• Respond appropriately to emergencies and incidents.
• Ensure fire, evacuation, and emergency procedures are understood by staff.
• Maintain compliance with health and safety legislation.
• Ensure compliance with hotel brand standards and SOPs.
• Conduct daily inspections of the Front Office and lobby.
• Monitor telephone etiquette and reservation standards.
• Ensure professional appearance and grooming standards.
• Participate in quality assurance audits and mystery guest programmes.

• Property Management Systems (PMS) such as Opera, Protel, or RoomRaccoon
• Central Reservation Systems (CRS)
• Microsoft Office Suite
• Revenue management principles
• Cash handling and financial reconciliation
• Hotel reservation systems
• Guest service standards
• Report preparation and data analysis
• Leadership and team development
• Excellent customer service
• Strong communication and interpersonal skills
• Problem-solving and decision-making
• Financial awareness
• Organisational and time management skills
• Attention to detail
• Conflict resolution
• Commercial awareness
• Ability to work under pressure
• Professional presentation and integrity

• Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Tourism Management, Business Administration, or a related field.
• Certification in Revenue Management or Guest Service Excellence.
• Experience with internationally recognised hotel brands.