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.