Front Office Manager
Job Title: Front Office Manager
Reports To: General Manager / Resident Manager
Department: Front Office
Location: Hotel Property
Job Level: Department Head
Position Summary:
The Front Office Manager is the leader of the hotel's "nerve center," overseeing all aspects of the Front Desk, Guest Services, Bell Desk, and Transportation. This role is critical in creating the first and last impression for guests, ensuring a seamless, efficient, and welcoming arrival and departure experience. The Manager is responsible for maximizing room revenue and occupancy, achieving the highest levels of guest satisfaction, and leading a team of front-line ambassadors.
Key Responsibilities:
- Guest Service & Experience:
- Ensure all guests receive a flawless, personalized, and memorable check-in, stay, and check-out experience.
- Act as a final point of escalation for guest complaints, resolving issues promptly and effectively to ensure guest recovery and satisfaction.
- Empower the team to exceed guest expectations and create emotional loyalty.
- Operations Management:
- Manage room inventory, room allocations, and group blocking in coordination with the Sales and Revenue teams.
- Oversee the Night Audit process and ensure the accuracy of daily reports.
- Maintain the security of guest information, hotel property, and cash floats.
- Ensure the front office area is always presentable and well-maintained.
- Financial & Revenue Management:
- Control departmental budgets and manage labor costs through efficient scheduling.
- Drive Upselling programs at the front desk to maximize Average Daily Rate (ADR) and Revenue Per Available Room (RevPAR).
- Monitor and control expenses for supplies and miscellaneous costs.
- Team Leadership & Training:
- Recruit, train, schedule, and supervise all front office personnel.
- Conduct regular performance evaluations and provide coaching and mentoring.
- Foster a positive, guest-centric, and team-oriented work environment.
Qualifications & Experience:
- Bachelor’s degree in Hospitality Management or a related field.
- Minimum of 5 years of experience in Front Office operations, with at least 2 years in a managerial role.
- Exceptional interpersonal, communication, and problem-solving skills.
- In-depth knowledge of hotel front office procedures and policies, and proficiency in Property Management Systems (e.g., Opera PMS).
- Strong financial acumen and experience with budgeting and revenue management principles.
- Ability to work under pressure and handle multiple tasks simultaneously.
