Job Summary: The Front Office Manager is responsible for overseeing the day-to-day and long-term operations of guest reception, reservations, and telephone services while ensuring high standards of guest satisfaction and operational efficiency. This role works closely with the General Manager, Assistant GM and Operation Manager to maintain revenue, expense, and quality targets, ensuring a smooth and efficient operation that exceeds guest and ownership expectations. 

Essential Functions and Duties: 

• Ensure guests are greeted, checked in, and allocated rooms promptly and courteously. 

• Manage all Front Office operations to include, but not limited to, guest service and registration (efficient & speedy check-in/check-out procedures), room inventory and availability, guest service standards, resolving guest complaints and queries.

• Effectively trains guest service agents, and the Front desk team on proper front desk procedures.

• Oversee strict adherence to check-in procedures, ensuring accurate guest details and billing information are obtained. 

• Address guest issues or complaints promptly to ensure guest satisfaction. 

• Assist in achieving the guest satisfaction scores for the hotel.  Addresses any deficiencies in the area immediately.

• Ensure rooms are serviced and maintained to the company’s established standards. 

• Maximize room occupancy within the agreed overbooking policy. 

• Facilitate effective communication between reservations, front office staff, and other departments, including housekeeping. 

• Attend Morning Meetings in absence of the operation manager including BEO, Safety meetings, Resume meetings, Townhall meetings etc.

• Ensure that all guest charges are accurately posted and kept up to date. 

• Strictly enforce credit control procedures and ensure accounts are balanced daily. 

• Ensure that luggage is promptly delivered to and collected from guests. 

• Maintain the cleanliness and order of all front-of-house areas, including the entrance and lobby. 

• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.

• Assist in preparing weekly schedules for front office staff.

• Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues

• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.

• Conduct regular performance appraisals for front office staff, providing training and development as needed. 

• Ensures Front office team are in compliance with clean, neat uniforms and name badges. 

• Maintains regular attendance and is consistently on time.

• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.

• Monitors public areas to consistently maintain a clean, organized and inviting ambiance

• Performs any other duties as requested by supervisor.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. 

Required Experience, Education, and Skills: 

• 3+ years of front office management experience in a hotel environment, with a strong focus on guest service and operations. 

• Proven leadership and supervisory skills, with the ability to manage and develop a team. 

• Strong organizational and multitasking abilities to handle daily front office operations and guest interactions. 

• Proficiency in property management systems and financial reporting. 

• Excellent communication skills, both verbal and written, to interact effectively with guests, staff, and management. 

• Ability to analyze financial data, including budgets, forecasts, and revenue reports. 

• Ability to resolve guest complaints and service issues in a professional and timely manner. 

• Knowledge of hotel check-in/check-out procedures, billing, and room inventory management. 

Work Environment: 

• Primarily an indoor role, working in the front office, lobby, and guest areas of the hotel. 

• Must be able to stand and walk for extended periods while overseeing front office operations and assisting guests. 

• Must be able to lift and carry objects up to 20 lbs occasionally. 

• Flexible schedule, including availability for evenings, weekends, and holidays, to accommodate guest needs and operational requirements. 

Other Duties:  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.