The Front Office Manager assists the Hotel Manager in the overall administration and operation of the Front Office department. The Front Office Manager is primarily responsible for providing leadership, supervision, direction for Front Office department in accordance with the Objectives and Quality Standards established by The Hotel while driving the business to achieve its maximum potential financially and operationally.
Responsibilities:
- Responsible for the effective, efficient, and profitable functioning of the Front Office department.
- Prepare the short-term and long-term department strategies for the onward planning, budgeting, and forecasting together with the Cluster Executive Committee.
- Develop, recommend, and advise the Hotel Manager/Room Division Manager on potential areas for improvements relating to processes and strategies within the hotel.
- Be proactive and resourceful in the analysis of trends as well as the changing needs and expectations of guests relating to hotel accommodation, services, and facilities.
- Align and rally the staff towards achieving ARR and occupancy goals with proper yield management of room inventory.
- Responsible for achieving KPI-targets set for ancillary upselling revenue, customer engagement indices, membership enrollment targets and guest satisfaction scores
- Ensure that the Front Office department handles all guest calls promptly and in a friendly manner.
- Inspect guest rooms, public areas, lobby, and other facilities periodically to maintain a consistently high standard.
- Work without sourced security for efficient surveillance and proper reporting/follow-up of incidents.
- Collaborate with Human Resources for manpower-related matters.
- Make plans for succession planning to ensure the development of future department heads.
- Perform any other duties assigned by supervisors, carrying them out diligently and professionally.
Requirements:
- Minimum Diploma or Degree in Hospitality, Tourism, or related field.
- At least 5 years of Front Office experience, including 2-3 years in a supervisory or managerial role.
- Strong leadership, communication, and interpersonal skills.
- Service-oriented with the ability to manage guest satisfaction and operational efficiency.
- Proficient in Opera PMS or other hotel front office systems.
- Hospitality certifications (e.g., CERT, service excellence, operations management, or leadership) are an advantage.
- Professional, well-groomed, and composed in all guest interactions.
Employees will get to enjoy benefits such as Medical, Flexi, Birthday Leave & Vouchers, Annual Health Screening, and Insurance Coverage.
