Front Office Manager

About the role

We are looking for a Front Office Manager to lead our Front Office department, ensuring the highest standards of customer care and smooth daily operations. The role involves overseeing staff, managing revenue targets, and delivering a pleasant guest experience that encourages repeat business.

Key responsibilities

• Arrive promptly on duty in full, clean and presentable uniform in line with company grooming policy.
• Schedule and chair front office departmental meetings, record minutes and forward them to the General Manager.
• Monitor arrivals lists, VIP arrivals and future business requirements to plan staffing and services.
• Build and strengthen relationships with guests, capture personal preferences and encourage future bookings.
• Stay informed of competitor activities and benchmark hotel provisions.
• Work within budgeted targets for room revenue, occupancy and rate achievement.
• Prepare staff rosters within budget constraints and ensure shifts are covered.
• Maintain professional front desk operations, delivering agreed‑upon services such as porterage, wake‑up calls and handling guest queries efficiently.
• Train and monitor staff to consistently provide high‑quality service.
• Compile and maintain customer databases with an efficient follow‑up system.
• Maximise room revenue through yield management, revenue analysis and up‑selling.
• Oversee billing accuracy, monitor ledger bills and ensure proper settlement of guest charges.

Required profile

• Professional appearance and adherence to grooming standards.
• Ability to organise and lead departmental meetings.
• Strong awareness of upcoming business and VIP arrivals.
• Excellent relationship‑building skills with guests.
• Knowledge of competitor activity and market trends.
• Capability to work within financial targets and budget constraints.
• Experience in staff scheduling and roster management.
• Commitment to delivering high‑quality front desk service.
• Proficiency in training and monitoring staff performance.
• Attention to detail in billing and revenue management.

Required skills