Front Office Manager

About the role

The Front Office Manager oversees all aspects affecting guest service and hotel operations, with a focus on optimising revenue and ensuring excellence in every guest interaction. The role covers room availability, daily front office functions such as check-in and check-out, and leading the front office team.

Key responsibilities

• Lead and guide the front office team, manage its schedules and performance, and train staff to deliver personalised, efficient service and handle guest concerns.
• Streamline check-in/check-out procedures and reservation systems, and implement and enforce hotel policies and procedures.
• Handle escalated guest issues and resolve them in line with hotel standards.
• Work with sales and marketing to optimise room revenue, and help prepare and manage the front office budget while monitoring expenses and controlling costs.
• Keep up with technological advances in hotel management systems and use them effectively.
• Maintain cleanliness, service and guest satisfaction through regular inspections and reports on performance, occupancy and guest satisfaction.
• Use data to identify improvements, establish clear communication channels across departments, and run regular training on customer service, policies and procedures.
• Ensure compliance with industry regulations, safety standards and environmental, health and safety policies.