Front Office Manager

Job Summary:

We are seeking a warm, friendly, and professional Front Office Manager to join our front office team. As an Front Office Manager, you will support the Accommodation Manager in overseeing daily front desk operations, ensuring smooth guest experiences from arrival to departure. You will assist in supervising staff, handling guest concerns, maintaining service standards, and ensuring efficient administrative processes. This role requires a hands-on leader who is proactive, detail-oriented, and guest-focused.

Responsibilities:

• Manage all front office and oversee the day-to-day operations within guidelines and to the highest standards 

Ensure smooth and professional check-in/check-out procedures and guest handling

• Monitor and Identify guests needs and respond proactively to guest inquiries, feedback and all of their concerns and complaints promptly and professionally

• Ensure all reservations, payments, and guest details are accurately recorded and updated in the hotel management system, maintaining strict confidentiality at all times

• Manage front office shifts scheduling and ensure adequate coverage for all shifts

• Train, coach, and mentor new front desk staff to deliver exceptional service  

• Supervise and manage front desk staff and ensure that they are providing exceptional service to guests

• Monitor front desk team performance and note regular  

• Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction.

• Ensure all front office policies, procedures, and standards are consistently followed

• Develop and implement policies and procedures for the front desk and guest services as required • Review daily arrivals, departures, VIPs, special requests by guest  

• Coordinate with other department team to ensure that guest needs/ preferences are met and exceeded

• Comply and uphold with all hotel security, health and safety regulations and procedures at all times

• Oversee front office issues and proffer cost-effective solutions and report to the management

• Assist in budget planning, expense control, and front office inventory management

• Prepare daily shift reports and communicate important updates to management

• Oversee billing and cashiering procedures to ensure accuracy and compliance

• Highly organized, results-oriented with the ability to work well under pressure. What Are We Looking For? A Front Office Manager serving ACE Hotels brand hotels is always working on behalf of our Guests and working with other Team Members. To succeed as an Front Office Manager at ACE Hotels, you should have:

• Strong leadership, communication, and interpersonal skills

• Ability to handle stressful situations calmly and professionally

• A proactive attitude and hands-on approach to operations

• Excellent organizational and time-management skills

• A service-focused mindset with attention to detail

• Professional appearance and grooming standards

• Flexibility to work in shifts, including weekends and holidays Qualifications:  

• Bachelor's degree in Hotel Management, hospitality, or a related field preferred

• Minimum 5 years plus of experience in a front office or guest service operations with at least 2+ years in a supervisor or executive-level role.

• Proficient in hotel management software (e.g., IDS) and Microsoft Office tools is a plus.