Front Office Manager

Key responsibilities

1.1. Front Office Operations

- Lead and oversee Front Office operations to ensure smooth, efficient, and consistent guest experiences throughout arrival, stay, and departure.

- Ensure service excellence across Front Desk, Concierge, Bell Service, Driver, Operator, Lounge, Spa, and related guest contact areas in accordance with hotel standards.

- Maintain a visible leadership presence in guest-facing areas to uphold professionalism, operational discipline, and service quality.

1.2. Guest Experience & Service Recovery

- Ensure exceptional guest experience through proactive service leadership and timely resolution of guest concerns.

- Handle escalated complaints, VIP arrangements, and sensitive guest situations with professionalism, discretion, and cultural awareness.

- Monitor guest feedback and support initiatives to continuously improve guest satisfaction and hotel reputation.

1.3. Team Leadership & Development

- Lead, coach, and develop the Front Office team to maintain high levels of engagement, accountability, and service excellence.

- Support recruitment, onboarding, performance management, and succession planning to ensure a capable and service-oriented workforce.

- Promote a collaborative, professional, and guest-focused working culture.

1.4. Operational Efficiency & Commercial Awareness

- Drive operational efficiency through effective workforce planning, productivity management, and service coordination.

- Promote upselling initiatives and revenue awareness within the Front Office team to maximize guest value and departmental contribution.

- Support effective room inventory coordination in partnership with relevant departments.

1.5. Compliance & Risk Management

- Ensure compliance with Front Office procedures, hotel policies, audit requirements, safety standards, and guest data confidentiality.

- Support operational readiness and ensure the department responds effectively to service disruptions and emergency situations.

- Maintain proper use of Front Office systems and operational controls.

1.6. Cross-functional Collaboration & Continuous Improvement

- Collaborate closely with relevant departments to ensure seamless guest journeys and operational effectiveness.

- Identify opportunities to enhance service quality, operational efficiency, and guest satisfaction through continuous improvement initiatives.