Job Description

Job Title:

Front Office Manager

Reports To:

General Manager / Hotel Manager

Job Purpose:

To oversee all front desk, reservations, and guest services operations, ensuring the highest level of hospitality, efficiency, and service quality. Responsible for leading the front office team to deliver a seamless guest experience from arrival to departure.

Key Responsibilities Operational Management

Supervise daily front desk operations including check-ins, check-outs, and reservations.


Ensure smooth coordination between front office, housekeeping, maintenance, and F&B.


Monitor guest satisfaction, address service gaps, and resolve complaints promptly.


Maintain accurate occupancy, revenue, and performance reports.

Team Leadership

Recruit, train, schedule, and evaluate front office staff.


Set performance targets and ensure adherence to hotel SOPs.


Coach and motivate team members to maintain service excellence.


Conduct regular briefings to share operational updates and guest feedback.

Guest Relations

Maintain strong relationships with guests, handling VIPs and special requests.


Ensure all guests receive a warm welcome and a professional farewell.


Promote hotel facilities and upsell services to enhance guest experience.

Administration & Financials

Oversee billing, cash handling, and credit procedures.


Monitor front office budget, control expenses, and optimize labor costs.


Ensure compliance with legal, safety, and brand standards.

Skills & Competencies

Strong leadership and people management skills.


Excellent communication, problem-solving, and decision-making abilities.


High level of customer service orientation and cultural sensitivity.


Proficiency in hotel property management systems (PMS) and MS Office.


Ability to handle high-pressure situations with professionalism.

Qualifications

Diploma or degree in Hospitality Management or related field.


Minimum 3-5 years of front office experience, with at least 2 years in a supervisory role.


Fluent in English; additional languages preferred.


Knowledge of local tourism, transportation, and attractions.

Working Conditions

Shift-based work, including weekends and public holidays.


Frequent interaction with guests from diverse cultures.


Standing and walking for extended periods.If you want,