Front Office Manager – Job Description
The Front Office Manager is responsible for the smooth and efficient operation of the Front Office, ensuring excellent guest service and effective coordination between Reception, Housekeeping, Maintenance, and Management.
Key Responsibilities:
Supervise and support the Front Office team and ensure daily procedures are followed.
Manage daily arrivals, departures, room allocations, early check-ins, late check-outs, and special requests.
Ensure reservations, guest details, payments, and booking information are correctly recorded in the PMS.
Coordinate with Housekeeping to ensure rooms are prepared and available on time.
Monitor room status and resolve any discrepancies or operational issues.
Handle guest enquiries, complaints, and special requests professionally and efficiently.
Monitor guest balances, cash, card payments, virtual cards, invoices, and other Front Office financial procedures.
Ensure self check-in and late-arrival instructions are prepared and communicated correctly.
Coordinate and follow up on maintenance issues affecting guest rooms or hotel operations.
Prepare staff schedules and ensure adequate Front Office coverage.
Train, supervise, and evaluate Front Office employees.
Ensure proper shift handovers and communication of all pending matters.
Monitor emails, telephone calls, online messages, and guest communications.
Maintain accurate records of complaints, incidents, payments, maintenance issues, and other important operational matters.
Ensure hotel policies, safety procedures, confidentiality, and guest privacy standards are followed.
Report significant guest complaints, operational problems, staffing issues, or emergencies to Management.
Identify opportunities to improve guest satisfaction and Front Office efficiency.
Required Skills:
Strong leadership, communication, organization, customer-service, and problem-solving skills are required. Previous hotel Front Office experience and knowledge of PMS/reservation systems are preferred. The candidate should be professional, reliable, detail-oriented, able to work under pressure, and fluent in English.
Position: Front Office Manager
Department: Front Office
Reports to: General Manager / Operations Manager
Employment: Full-Time
