Front Office Manager

SUMMARY:
Position Summary
The Front Office Manager is responsible for leading and managing all Front Office operations to ensure exceptional guest service and efficient daily operations. This role oversees the reception team, reservations, guest relations, and administrative functions while ensuring compliance with company standards, maximising occupancy, and delivering a seamless guest experience from arrival to departure.
Key Responsibilities

• Manage the day-to-day operations of the Front Office department.
• Lead, supervise, and motivate the Front Office team to deliver outstanding guest service.
• Ensure efficient guest check-in and check-out procedures.
• Oversee room allocations, reservations, and occupancy management.
• Monitor daily arrivals, departures, VIP guests, group bookings, and special requests.
• Handle guest complaints and resolve issues promptly and professionally.
• Ensure guest feedback is reviewed and actioned to improve service delivery.
• Maintain high standards of professionalism, presentation, and customer service.
• Develop and implement Front Office policies, procedures, and Standard Operating Procedures (SOPs).
• Coordinate closely with Housekeeping to ensure room readiness and cleanliness.
• Liaise with Maintenance to ensure guest rooms and public areas are maintained to the highest standards.
• Work with the Reservations and Sales teams to maximise room occupancy and revenue.
• Monitor daily room availability, overbookings, and room inventory.
• Prepare and review daily operational reports, occupancy reports, and revenue reports.
• Manage departmental budgets and control Front Office operating expenses.
• Ensure accurate cash handling, billing, and financial reconciliation procedures.
• Recruit, train, mentor, and evaluate Front Office staff.
• Conduct regular performance reviews and identify training needs.
• Prepare staff schedules to ensure adequate departmental coverage.
• Foster a positive, professional, and guest-focused team culture.
• Ensure compliance with company policies, labour legislation, and hotel standards.
• Maintain guest records and ensure data accuracy within the Property Management System (PMS).
• Ensure compliance with health, safety, security, and emergency procedures.
• Perform Manager-on-Duty duties when required.
• Assist the Operations Manager or General Manager with special projects and operational initiatives.

• Full-time position requiring flexible working hours.
• Shift work, including weekends, evenings, and public holidays.
• Fast-paced hospitality environment requiring regular interaction with guests and staff.
• May require on-call availability depending on operational requirements.

POSITION INFO:
Minimum Qualifications Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management, or a related field. Additional qualifications in Customer Service or Business Management are advantageous. Experience Minimum of 3-5 years' experience in a Front Office or Guest Services role within a hotel, lodge, or resort. At least 2 years' experience in a supervisory or management position. Experience using Property Management Systems (PMS) such as Opera, Protel, Semper, or similar. Previous experience in luxury hospitality or a four- or five-star establishment is advantageous. Knowledge Front Office operations and hospitality best practices. Reservation systems and room inventory management. Guest relations and complaint resolution. Revenue management principles. Cash handling and financial reconciliation. Hotel operational procedures and standards. Health, safety, and security regulations. Labour legislation and staff management principles. Skills & Competencies Strong leadership and team management skills. Excellent customer service and guest relations abilities. Outstanding communication and interpersonal skills. Strong organisational and time management skills. Excellent problem-solving and decision-making abilities. Ability to multitask in a fast-paced environment. Financial awareness and budget management skills. High attention to detail and accuracy. Computer literacy, including Microsoft Office and Property Management Systems (PMS). Ability to analyse reports and implement operational improvements. Personal Attributes Professional, confident, and approachable. Passionate about delivering exceptional guest experiences. Strong leadership presence with the ability to motivate teams. Well-presented and highly organised. Calm and composed under pressure. Honest, reliable, and accountable. Flexible and adaptable to operational demands. Positive attitude with a commitment to continuous improvement. Additional Requirements Willingness to work shifts, weekends, evenings, and public holidays. Valid driver's licence is advantageous. Ability to stand and move throughout the property for extended periods. No criminal record. Eligible to work in the country of employment