Front Office Manager

Pre-Opening Responsibilities

• Develop and implement Front Office Standard Operating Procedures (SOPs) in line with hotel brand standards.
• Participate in recruitment, selection, and training of front office and guest service team members.
• Assist in setting up the Front Office layout, including reception counters, back office, and equipment setup.
• Coordinate with IT for the implementation of PMS (Property Management System) and other related software.
• Establish room assignment procedures, check-in/check-out processes, and guest service protocols.
• Prepare departmental pre-opening budget and identify operational requirements (supplies, signage, stationery, etc.).
• Develop guest recognition and loyalty programs in coordination with Sales and Marketing.
• Conduct trial runs and simulations to ensure operational readiness before opening.

Daily Operational Responsibilities

• Oversee the daily operations of the Front Office to ensure smooth, efficient, and courteous service to all guests.
• Manage and supervise all Front Office staff, ensuring excellent grooming, discipline, and performance.
• Monitor guest arrivals, departures, and special requests to ensure personalized service.
• Ensure accurate and efficient handling of reservations, registration, billing, and cashiering functions.
• Handle guest complaints, requests, and feedback professionally to ensure guest satisfaction and loyalty.
• Maintain effective communication and coordination with Housekeeping, Engineering, F&B, and other departments.
• Oversee night audit and ensure proper daily revenue reporting and system balancing.
• Analyze occupancy trends, forecasts, and revenue reports to optimize room sales and profitability.
• Maintain up-to-date records and ensure all front office reports are completed accurately and on time.
• Ensure compliance with hotel policies, brand standards, and local regulations.
• Promote a culture of service excellence and continuous improvement within the team.