Front Office Manager

Job Summary

The Front Office Manager is responsible for overseeing the daily operations of the Front Office department, ensuring exceptional guest service and efficient operational processes. The role manages the front office team, maintains high service standards, maximizes occupancy and revenue opportunities, and ensures compliance with company policies and relevant regulations.

Key Responsibilities

Front Office Operations

• Manage the daily operations of the Front Office, including reception, reservations, guest services, concierge (if applicable), and night audit.
• Ensure smooth check-in and check-out processes.
• Monitor room inventory and coordinate with Housekeeping and Maintenance to ensure room readiness.
• Handle VIP arrivals, long-stay guests, and special requests.
• Ensure compliance with company SOPs and brand standards.

Guest Experience

• Deliver outstanding customer service and create a positive guest experience.
• Resolve guest complaints and service recovery promptly and professionally.
• Monitor guest feedback from online travel agencies (OTA), Google Reviews, and internal surveys.
• Implement initiatives to improve guest satisfaction scores.

Team Leadership

• Lead, coach, and supervise Front Office Executives, Guest Service Officers, and Guest Service Supervisors.
• Prepare staff duty rosters and manpower planning.
• Conduct performance evaluations and probation reviews.
• Train new employees on operational procedures and customer service standards.
• Foster teamwork and maintain high staff morale.

Reservations & Revenue

• Monitor occupancy levels and room availability.
• Coordinate with the Sales & Revenue team to maximize occupancy and ADR.
• Ensure reservations are processed accurately.
• Monitor room upgrades and upselling opportunities.
• Assist with forecasting occupancy trends.

Financial & Administrative

• Ensure accurate cash handling and daily cashier reconciliations.
• Review daily revenue reports and audit reports.
• Monitor departmental expenses and control operational costs.
• Ensure billing accuracy and resolve payment discrepancies.

Compliance & Safety

• Ensure compliance with URA regulations for serviced apartments.
• Ensure guest registration procedures comply with company and regulatory requirements.
• Maintain confidentiality of guest information in accordance with PDPA.
• Ensure workplace safety and emergency procedures are followed.

Coordination

• Work closely with Housekeeping, Engineering, Sales & Marketing, Finance, and Security.
• Coordinate room availability and maintenance schedules.
• Support special events and group arrivals.

Key Performance Indicators (KPIs)

• Guest satisfaction scores
• Occupancy and room revenue performance
• Front Office response time
• Check-in/check-out efficiency
• Guest complaint resolution time
• Staff productivity and attendance
• Online review ratings
• Training completion and staff development