Front Office Manager

About the role

The Front Office Manager leads the Front Office team, acting as the primary link between guests, the hotel, and internal departments. This role ensures every guest receives a seamless experience from check‑in to check‑out while driving occupancy, revenue, and brand loyalty.

Key responsibilities

• Oversee all Front Office operations, maintaining high service standards.
• Monitor guest satisfaction trends and implement continuous improvement initiatives.
• Recognise regular and VIP guests and promote the hotel’s loyalty programme.
• Maximise room occupancy using up‑selling techniques and optimal pricing.
• Set departmental objectives, schedules, budgets, policies, and procedures.
• Train, coach, and evaluate Front Office staff, ensuring product knowledge and teamwork.
• Maintain communication with all hotel departments and manage staffing levels.
• Conduct monthly meetings, produce minutes, and handle performance issues per company policy.
• Recruit, develop, and retain Front Office personnel.
• Ensure compliance with security, fire, health, and safety regulations.
• Assist other departments as needed.

Required profile

• Degree or diploma in Hotel Management or equivalent.
• Minimum 3 years of supervisory experience in Front Office or similar hospitality role.
• Strong commercial awareness and sales capability.
• Proven experience managing people, budgets, and P&L.
• Excellent leadership, interpersonal and communication skills.
• Resilient, accountable and able to work under pressure.
• Professional grooming standards and flexibility to adapt to varied situations.

Required skills

• High level of IT proficiency, including hotel property management systems.