Front Office Manager

Key Responsibilities

• Ensure all guests receive prompt, professional, and personalized service from arrival to departure.
• Resolve guest concerns and service recovery situations with urgency and professionalism.
• Maintain high guest satisfaction scores and service standards aligned with brand expectations.
• Monitor lobby presence and guest interactions to ensure a welcoming and engaging environment.
• Lead by example in delivering exceptional hospitality and creating memorable guest experiences.

Operations Management

• Oversee daily front office operations, including front desk, guest services, and night audit.
• Avoid errors in room assignments, billing, and reservation management.
• Maintain compliance with brand standards, policies, and operational procedures.
• Monitor occupancy, room availability, and service flow to support operational efficiency.
• Cook up coordination with Housekeeping, Engineering, and other departments to ensure readiness and service delivery.

Team Leadership & Development

• Recruit, train, coach, and develop front office team members.
• Conduct performance evaluations and provide ongoing feedback and support.
• Foster a positive, inclusive, and accountable team culture.
• Create and manage staff schedules to ensure appropriate coverage and productivity.
• Lead daily stand-up meetings and communicate operational priorities clearly.

Financial & Administrative Oversight

• Support budget management, labor control, and expense monitoring.
• Review daily reports and ensure accuracy in cash handling and financial transactions.
• Maintain accurate records and ensure compliance with company policies.
• Achie departmental revenue and profitability goals.

Safety & Compliance

• Ensure adherence to safety, security, and emergency procedures.
• Maintain compliance with brand, company, and regulatory requirements.
• Support training initiatives related to workplace safety and guest security.
• Respond appropriately to incidents and document reports as required.