Reporting Directly to the Cluster General Manager, the Front Office Manager is responsible for overseeing daily front desk operations, ensuring seamless guest service and compliance with hotel policies. The role supervises the Front Office team in delivering efficient, accurate, and guest-focused service while driving revenue initiatives such as upselling and EDGE enrolments. This position acts as a key support to management in training, monitoring staff performance, and ensuring smooth handling of guest arrivals, departures, and special requirements.
- Front Office Operation and Administration
- Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed
- Work closely with sales and reservation team for group bookings/VIP booking and ensure smooth booking procedure is being adhered to.
- Work closely with the Housekeeping Department to improve guest services, coordinates on the availability of room and foster cross departmental communication.
- Coordinates and work closely with reservations regarding room type availability
- Ensuring guest transportation arrangement
- Manage and ensure the arrival and departure experience of all guests
- Ensuring room preference and amenities of VIP guests
- Coordinate daily activities with hotel management team on a daily basis.
- Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.
- Work within the allocated budget for the front office
- Manage Club lounge operations and oversee pool and room blockings operations.
- Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count.
- Perform other duties as requested by management
2.Customer Loyalty
- Ensure to maintain a professional and high quality service oriented environment at all times.
- Oversee Duty Managers in dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise
- Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service
- Upholds the hotel's commitment to hospitality
3.People Management
- Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees
- Approves front office employee schedules prepared by Front Office Supervisors
- Evaluate Front Office Supervisor work performance
- Responsible in disciplining his/her subordinates
4.Records and Reports
- Keep records on Club Lounge statistics
- Records and reports VIP Guest list's to the Hotel Management
