FRONT OFFICE MANAGER

Guest Service & Operations

• Oversee daily front office functions: check-ins/check-outs, guest inquiries, VIP handling, upgrades, and special requests 
• Resolve guest complaints and performance issues swiftly and tactfully 
• Liaise with Reservations, Housekeeping, Finance, and other departments to ensure smooth service delivery and room turnover 
• Monitor room inventory, forecast occupancy, minimize overbooking, and optimize yield through proactive upselling 

Team Leadership & Development

• Recruit, train, mentor, and supervise front office staff, including receptionists, concierge, and night auditors 
• Conduct daily briefings, staff scheduling, performance reviews, disciplinary coaching and feedback sessions 
• Maintain uniform appearance, grooming standards, professionalism across the team 

Financial & Strategic Management

• Collaborate with Finance to prepare departmental budgets, cost controls, forecasts, and profit/loss reviews
• Manage daily financial controls: cashiers’ balancing, deposit reconciliation, compliance with credit and billing procedures
• Monitor and report on KPIs: occupancy rate, ADR, RevPAR, guest satisfaction, feedback trends, etc. 

Compliance & Operational Excellence

• Ensure strict compliance with safety, regulatory, and hotel policies (e.g. IMS, OH&S) 
• Conduct inspections to ensure facility standards and equipment maintenance are upheld 
• Enforce front office SOPs, key control, security protocols, and confidentiality of guest information