Front Office Manager

Job Summary

The Front Office Manager is responsible for overseeing all front desk operations, ensuring exceptional guest service, and managing reservations—including those from OTAs and third-party platforms. This role also involves supervising front office staff, optimizing room revenue, and handling commission reconciliation and reporting.

??? Key Responsibilities

Guest Services & Front Desk Operations

• Supervise daily front desk activities including check-in/check-out, guest inquiries, and concierge services

• Ensure a warm, professional, and efficient guest experience

• Resolve guest complaints promptly and courteously

• Maintain high standards of cleanliness and presentation at the front desk

Staff Management

• Recruit, train, and schedule front office staff

• Conduct performance evaluations and provide coaching and feedback

• Ensure staff adhere to grooming and hospitality standards

Reservation Management

• Oversee all reservation channels including direct bookings, OTA platforms (e.g., Expedia, Booking.com), and third-party travel agents

• Monitor room inventory and availability across all platforms

• Ensure accurate rate parity and content consistency across OTAs

• Manage group bookings and special requests

OTA & Third-Party Coordination

• Liaise with OTA account managers to optimize visibility and performance

• Monitor and reconcile commissions from OTA and third-party bookings

• Track and report on booking trends, conversion rates, and revenue from external channels

• Ensure compliance with OTA contracts and policies

Revenue & Financial Oversight

• Maximize room revenue through strategic pricing and upselling

• Prepare daily, weekly, and monthly revenue reports

• Monitor credit limits, high-balance guests, and billing accuracy

• Assist with budgeting and forecasting for the front office department

Systems & Reporting

• Operate and maintain property management systems (PMS) and OTA extranets

• Generate and analyze reports on occupancy, ADR, RevPAR, and guest feedback

• Maintain organized records of reservations, commissions, and financial transactions

?? Qualifications & Skills

• Bachelor’s degree in Hospitality Management or related field preferred

• Minimum 3–5 years of front office supervisory experience in a hotel setting

• Strong knowledge of OTA platforms and commission structures

• Proficiency in PMS software and Microsoft Office Suite

• Excellent communication, leadership, and problem-solving skills

• Ability to multitask in a fast-paced environment