Front Office Manager

Operational Management

Oversee the daily operations of Front Desk Guest Service Center Concierge Bell Service and Guest Relations (where applicable).

Ensure smooth check-in and check-out processes.

Monitor room availability occupancy room assignments and guest requests.

Maintain accurate guest records and billing procedures.

Ensure compliance with hotel policies procedures and brand standards.

Act as Manager-on-Duty (MOD) when assigned.

Guest Experience

Ensure all guests receive professional personalized and efficient service throughout their stay.

Review daily arrival in-house and departure guest lists to identify VIPs repeat guests long-stay guests airline crew members and special occasions.

Ensure personalized greetings and recognition are provided to VIPs returning guests and loyalty members.

Monitor guest preferences and stay history to deliver customized experiences and exceed guest expectations.

Handle guest complaints concerns and service recovery promptly and professionally.

Conduct regular lobby presence during peak periods to engage with guests and gather feedback.

Monitor guest satisfaction scores and implement continuous improvement initiatives.

VIP & Guest Recognition Management

Review and oversee all VIP arrivals ensuring guest preferences and special requests are arranged prior to arrival.

Conduct pre-arrival inspections of VIP rooms and suites to ensure room readiness cleanliness maintenance standards amenities and personalized touches are in place.

Coordinate with Housekeeping Engineering Food & Beverage and Guest Relations teams to ensure seamless VIP experiences.

Personally welcome key VIP guests corporate clients airline representatives and repeat guests whenever possible.

Ensure VIP amenities welcome letters special occasion arrangements and room set-ups are delivered accurately and on time.

Follow up with VIP guests during their stay to ensure satisfaction and promptly address any concerns.

Maintain accurate guest profiles and preferences within the Property Management System (PMS) to support future personalized service.

Leadership & Team Development

Recruit train coach and supervise Front Office associates.

Conduct performance evaluations and provide ongoing feedback.

Develop team members through coaching and succession planning.

Foster a positive service-oriented work environment.

Revenue & Financial Management

Monitor cashiering activities and ensure compliance with hotel financial procedures.

Monitor upselling opportunities and front office revenue streams.

Control departmental expenses and labor costs.

Prepare reports and analyze operational performance.

Communication & Coordination

Coordinate closely with Housekeeping Reservations Sales Engineering Security and other departments.

Ensure effective shift handovers and communication within the team.

Conduct departmental daily briefings.

Participate in operational meetings and briefings.

Qualifications :

Bachelors Degree in Hospitality Management Business Administration or related field preferred.

Minimum 35 years of Front Office supervisory experience including at least 2 years in a management role.

Strong knowledge of hotel operations and Front Office procedures.

Experience with Property Management Systems (Opera or equivalent).

Excellent leadership and problem-solving skills.

Strong communication and interpersonal skills.

Fluent in English; additional languages are an advantage.

Remote Work :

No

Employment Type :

Full-time