Front Office Manager

Role Overview

The Front Office Manager plays a pivotal leadership role in shaping the overall guest journey and operational success of the hotel. As the face of the hotel's operations, this role is responsible for leading the Front Office team in delivering seamless, personalised, and memorable guest experiences while driving operational excellence and rooms revenue performance.

Beyond overseeing the day-to-day Front Office operations, the Front Office Manager is expected to adopt a commercially driven and guest-centric approach by identifying opportunities to maximise occupancy, optimize room revenue, enhance upselling initiatives, and strengthen guest loyalty and satisfaction.

This role requires adynamic leader who is operationally strong, commercially aware, and passionate about hospitality. The ideal candidate will work closely with cross-functional teams to ensure smooth hotel operations, uphold luxury boutique service standards, and contribute actively towards achieving the hotel's business objectives and overall guest experience vision.

Key Responsibilities:

• Plan, oversee, and manage all Front Office and guest service operations from guest arrival to departure, ensuring seamless service delivery and exceptional guest experiences aligned with the hotel's luxury boutique standards.
• Drive guest satisfaction, loyalty, and retention by implementing personalised service initiatives and enhancing the overall guest journey experience.
• Lead the Front Office team in identifying opportunities to maximise rooms revenue, including room upselling, room category enhancement, extended stays, and guest experience packages.
• Monitor daily occupancy, room inventory, and booking trends proactively to optimise room utilisation, revenue opportunities, and operational efficiency.
• Review expected arrivals, guest profiles, and booking patterns daily to identify opportunities for upselling, minimising no-shows, and enhancing revenue generation.
• Work closely with the Director of Rooms and Revenue to maximise hotel occupancy, ADR, and overall rooms revenue performance.
• Ensure all Front Office policies, procedures, systems, and operational standards are consistently adhered to, while providing decisive leadership and operational guidance to the team when required.
• Manage, coach, motivate, and develop the Front Office team to achieve operational excellence, service standards, productivity targets, and revenue objectives.
• Ensure all credit facilities extended to guests are managed in accordance with the Hotel Credit Policy and that payment methods are properly verified and controlled.
• Ensure all operational, financial, and night audit reports are completed accurately, reviewed thoroughly, and distributed to the relevant departments on a timely basis.
• Review all no-show and cancellation reports to ensure appropriate billing actions are taken and revenue opportunities are not lost.
• Handle guest feedback, service recovery, and operational incidents promptly and professionally, ensuring all matters are communicated to the Director of Operations and relevant Department Heads where necessary.
• Support the hotel's commercial and operational objectives through proactive leadership, cross-department collaboration, and continuous improvement initiatives.

Job Requirements
. Diploma or Degree in Hospitality Management, Business, or related discipline
. Minimum 5 years of Front Office / Rooms Operations experience within the hospitality industry
. Minimum 2 years of leadership or managerial experience managing Front Office operations and teams
. Familiarity with hotel PMS systems and reservations platforms
. Commercially driven with understanding of rooms revenue, occupancy, ADR, and upselling strategies
. Strong operational planning and problem-solving skills
. Ability to drive team performance, productivity, and guest satisfaction outcomes
. Proficient in Microsoft Office and hotel operational systems

Why Join Us
. Be part of a design-led boutique hotel under Design Hotels
. Exposure to luxury boutique hotel operations
. Opportunity to develop multi-skilled hospitality experience
. Career growth opportunities within Front Office and Hotel Operations
. Dynamic and collaborative work environment within a lifestyle hospitality brand