Front Office Manager

Key Duties and Responsibilities

• Plan, coordinate, and oversee all front office operations to ensure efficient reception, check-in, check-out, and guest service processes.
• Manage room reservations and inventory to maximize occupancy, revenue, and operational efficiency.
• Promote exceptional guest relations by ensuring prompt response to guest enquiries, requests, feedback, and complaints.
• Coordinate the arrival, stay, and departure of VIP guests to ensure personalized and memorable guest experiences.
• Oversee cash handling, billing, and front office financial transactions to ensure accuracy and accountability.
• Supervise night audit activities to ensure accurate financial reconciliation, reporting, and system integrity.
• Resolve guest complaints and service issues promptly while implementing effective service recovery measures.
• Monitor room occupancy, room rates, and revenue performance, and implement strategies to optimize revenue generation.
• Prepare staff schedules and allocate duties to ensure adequate staffing levels and efficient front office operations.
• Coordinate the training, coaching, and performance management of front office staff to enhance service quality and operational excellence.
• Perform any other duties as may be assigned by the General Manager from time to time.

Key Performance Indicators (KPIs)

• Guest satisfaction ratings for front office services.
• Average guest check-in time achieved within established standards.
• Average guest check-out time achieved within established standards.
• Reservation accuracy maintained within approved targets.
• Room occupancy achieved against approved targets.
• Front office revenue optimization through effective room inventory and rate management.

Education, Skills and Experience

• Diploma in Front Office Management, Hospitality Management, Tourism Management, or a related field from a recognized institution. A Bachelor's Degree in Hospitality Management, Tourism Management, Business Administration, or a related field will be an added advantage.
• Minimum of Seven (7) years' relevant experience in front office operations preferably in the hospitality industry.
• Strong knowledge of front office operations, reservations management, guest relations, revenue optimization, customer service, leadership, communication, conflict resolution, problem-solving, and proficiency in Property Management Systems (PMS), Point-of-Sale (POS) systems, and Microsoft Office applications.