Front Office Manager

Summary

The Front Office Manager is responsible for overseeing all front desk operations, ensuring exceptional guest service, efficient workflows, and strong team performance. This role leads the Front Office team, drives service standards, and ensures alignment with overall hotel operations and financial goals.
Key Responsibilities
1. Operations Management

• Oversee daily front office operations (front desk, guest services, night audit, security, bell/valet if applicable)
• Ensure smooth check-in/check-out processes and guest flow
• Monitor room inventory, arrivals/departures, and special requests
• Ensure adherence to brand standards and hotel procedures

2. Team Leadership

• Lead, coach, and develop front office team (supervisors, agents, auditors)
• Create schedules based on business demand
• Conduct trainings, shift briefings, and performance evaluations
• Address employee concerns, attendance, and performance issues

3. Guest Experience

• Ensure high levels of guest satisfaction and service recovery
• Handle escalated guest complaints professionally and promptly
• Maintain strong lobby presence, especially during peak hours
• Drive guest engagement and recognition (VIPs, elite members, airline crews)

4. Financial & Revenue Focus

• Monitor ADR, occupancy, and upsell performance
• Control labor costs through effective scheduling
• Ensure billing accuracy, cash handling, and compliance with financial procedures
• Collaborate with Revenue and Sales on room inventory and group blocks

5. Coordination & Communication

• Act as liaison between Front Office and other departments (Housekeeping, Engineering, Sales, F&B)
• Support group arrivals, airline crews, and special events
• Ensure clear communication of operational updates and priorities

6. Compliance & Risk Management

• Ensure compliance with brand standards, safety protocols, and hotel policies
• Support incident reporting and documentation
• Maintain security awareness and emergency response readiness

Qualifications

• Previous hotel front office experience required
• Prior supervisory/management experience preferred
• Strong leadership and problem-solving skills
• Experience with hotel systems (e.g., OnQ or equivalent PMS)
• Ability to work flexible schedules (including nights, weekends, holidays)

Key Competencies

• Leadership & accountability
• Guest service excellence
• Decision-making under pressure
• Communication & conflict resolution
• Operational efficiency