Front Office Manager Role Summary
Lead and manage Front Office operations to deliver exceptional guest-focused service.
* Deliver high-quality service that exceeds guest expectations, ensuring alignment with brand standards and financial KPIs (RPS, NPS, Loyalty, Upsell, etc.).
* Ensure efficient daily operations including check-in/out, room allocations, lobby services, and night audit processes, with active presence during key guest periods.
* Collaborate across departments to ensure seamless service, maintenance resolution, and accurate billing and reporting.
* Manage financial performance by controlling costs, forecasting revenue/occupancy, overseeing budgets, and ensuring accurate cash handling and reconciliation.
* Develop the Front Office team through recruitment, training, coaching, regular feedback, and performance management to build a high-performing culture.
* Foster strong guest relations by handling VIP needs, special requests, complaints, and feedback.
About You:
* Minimum 2 years of experience in a leadership role within Front Office or a similar environment.
* Proven leadership experience within customer service industries.
* Strong background in Front Office procedures and Opera PMS systems.
* Experience with forecasting, budgeting, and Revenue Management principles.
* Ability to coach, mentor, develop, and inspire teams.