Front Office Manager

The Front Office Manager is responsible for leading and managing all Front Office operations to ensure exceptional guest experiences, efficient hotel operations, and achievement of departmental financial and service objectives. The role oversees guest reception, concierge services, bell service, telecommunications, transportation coordination, and lobby operations while ensuring compliance with Seda and Ayala Land Hospitality standards.

Key Duties and Responsibilities:

1. Front Office Operations Management

• Manage the day-to-day operations of the Front Office Department.
• Ensure smooth and efficient guest arrivals, departures, and room assignments.
• Monitor daily occupancy, arrivals, departures, and VIP movements
• Maintain seamless coordination with Housekeeping, Engineering, Security, Sales, Reservations, and Food & Beverage departments.
• Ensure proper implementation of Front Office Standard Operating Procedures
• Oversee lobby management to ensure cleanliness, orderliness, and guest comfort.

2. Guest Experience and Service Excellence

• Ensure guests receive professional, warm, and personalized service throughout their stay.
• Personally attend to VIP guests and special requests.
• Resolve guest complaints promptly and effectively, ensuring guest satisfaction and recovery.
• Monitor online guest reviews and feedback and implement improvement initiative
• Foster a guest-centric culture that exceeds service expectations.

3. Team Leadership and Development

• Lead, coach, mentor, and motivate Front Office team members.
• Conduct regular departmental meetings and daily briefings.
• Identify training needs and facilitate continuous learning and development.
• Evaluate employee performance and recommend promotions, recognition, or disciplinary actions when necessary.
• Promote teamwork, accountability, and employee engagement.

4. Revenue Management and Financial Performance

• Collaborate with Revenue Management and Reservations teams to maximize room revenue and occupancy
• Monitor room inventory, upgrades, and upselling opportunities
• Ensure accurate billing, cashiering procedures, and guest account management
• Control departmental expenses while maintaining service quality
• Participate in budget preparation and monitor departmental performance against financial targets.

5. Quality Assurance and Compliance

• Ensure compliance with Seda brand standards and Ayala Land Hospitality service standards.
• Maintain compliance with hotel policies, labor regulations, and government requirement
• Ensure data privacy and confidentiality of guest information
• Conduct regular audits of Front Office procedures and cash handling practices.
• Ensure emergency procedures and safety protocols are understood and implemented.

6. Interdepartmental Coordination

• Coordinate closely with Housekeeping to ensure room readiness and availability
• Work with Engineering for timely resolution of maintenance concerns
• Coordinate with Security regarding guest safety and incident management
• Partner with Sales and Marketing on VIP arrivals, group bookings, and special events
• Maintain effective communication with all departments to deliver seamless guest experience

7. Administrative Responsibilities

• Prepare daily, weekly, and monthly operational reports
• Analyze guest satisfaction scores and operational performance metrics
• Maintain accurate departmental records and documentation.
• Review staffing schedules based on business demands.
• Participate in management meetings and strategic planning initiative

8. Innovation and Continuous Improvement

• Recommend initiatives to improve guest satisfaction and operational efficiency
• Support digital transformation and technological enhancements in Front Office operations.
• Implement best practices that enhance productivity and service quality.
• Encourage innovation and continuous process improvement among team members

Qualifications

• Bachelor's degree in Hospitality Management, Hotel and Restaurant Management, Business Administration, or a related field
• Minimum of 5 years of progressive Front Office experience, with at least 2 years in a supervisory or managerial role in an upscale hotel
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities
• Strong knowledge of hotel property management systems (PMS) and Front Office operations
• Financial acumen with experience in budgeting and revenue management
• Customer-focused with excellent problem-solving and decision-making skills
• Willing to work flexible schedules, including weekends and holidays.

Core Competences

• Leadership and Team Development
• Guest Service Excellence
• Strategic Planning
• Operational Management
• Financial and Revenue Management
• Conflict Resolution
• Decision Making
• Communication Skills
• Analytical Thinking
• Attention to Details
• Adaptability
• Integrity and Professionalism

Behavioral Competencies:

The Front Office Manager is expected to demonstrate Seda BGC Hotel's core values

• We Put Customers First – Delivers exceptional guest experiences and anticipates guest needs
• We Succeed Together – Builds strong collaboration across departments and develops high-performing teams
• We Strive for Excellence – Maintains the highest standards of service quality and operational efficiency
• We Embrace Innovation – Encourages new ideas and technology-driven solutions to improve operations
• We Build for the Future – Develops future leaders and supports sustainable business growth through continuous improvement