Front Office Manager

Position Overview

A Hotel Front Office Manager oversees all front desk, concierge, bell staff, and night audit operations to ensure exceptional guest service. This role manages daily check-ins, reservations, and complaint resolution while training, scheduling, and supervising staff to maximize room revenue and coordinate with housekeeping and maintenance departments.

Key Responsibilities

• Team Leadership: Hire, train, schedule, and conduct performance reviews for front office staff
• Guest Services: Manage the guest experience, handle high-level complaints, and oversee VIP arrivals
• Operational Oversight: Supervise daily check-ins and check-outs, manage reservations, and maintain front desk appearance standards
• Financial Management: Manage departmental budgets, maximize room revenue, conduct audits, and prepare occupancy reports
• Departmental Coordination: Serve as liaison between front office, housekeeping, and maintenance departments

Required Skills and Qualifications

• Previous supervisory experience in front office or hospitality operations, preferably in luxury settings
• Excellent verbal and written English communication skills
• Proficiency with Property Management Systems (PMS) and Microsoft Office
• Strong interpersonal and conflict-resolution skills to handle guest issues professionally
• Degree in Hospitality Management or related field (preferred but not required)

Key Performance Indicators

• Guest satisfaction scores
• Front office budgetary goals and labor costs
• Average Daily Rate (ADR) and Revenue Per Available Room (RevPAR)