Front Office Manager

The Front Office Manager will lead the pre-opening setup and post-opening operations of the hotel’s Front Office Department. This role is responsible for ensuring a seamless guest experience from arrival to departure, establishing standard operating procedures (SOPs), training the team, and maintaining the highest levels of guest satisfaction and service standards. The role requires a proactive, hands-on leader with strong pre-opening and operational experience.

Pre-Opening Phase

• Develop and execute the Front Office pre-opening critical path, ensuring all deliverables are completed on schedule.
• Design and implement Standard Operating Procedures (SOPs) for reservations, reception, guest services, concierge, and switchboard operations.
• Collaborate with the project team to review lobby layout, signage, and front office equipment setup for efficient workflow and guest comfort.
• Participate in the selection and procurement of FF&E and OS&E, including front desk systems, communication tools, and uniforms.
• Coordinate with IT and vendors to ensure property management systems (PMS), key card systems, and telecommunication setups are properly installed and tested.
• Recruit, train, and onboard the Front Office and Guest Services team, ensuring alignment with brand service standards.
• Prepare pre-opening departmental budgets, staffing plans, and scheduling frameworks.
• Develop and conduct pre-opening training programs focused on guest interaction, problem-solving, and service recovery.
• Work closely with Sales & Marketing and Reservations to establish pre-opening booking processes and manage early reservations.
• Assist in creating guest journey maps, pre-arrival communications, and service scripts for consistent guest engagement.

Post-Opening / Operational Phase

• Oversee daily Front Office operations including reception, reservations, concierge, bell desk, and night audit.
• Ensure exceptional guest service delivery and effective handling of guest feedback and complaints.
• Monitor key performance indicators (KPIs) such as guest satisfaction scores, check-in efficiency, and occupancy rates.
• Coordinate closely with Housekeeping, Maintenance, and F&B to ensure seamless interdepartmental communication and guest satisfaction.
• Maintain effective cash handling, credit procedures, and financial controls for the Front Office.
• Ensure accurate room inventory management and yield optimization in collaboration with Sales and Revenue teams.
• Lead and motivate the Front Office team through training, coaching, and performance management.
• Analyze departmental performance reports and implement improvements in service and efficiency.
• Uphold brand standards, grooming guidelines, and service culture throughout the team.
• Handle VIP arrivals, corporate clients, and special requests personally to ensure high-level service.

• Bachelor’s degree or diploma in Hospitality Management or related field.
• 7–10 years of Front Office experience, with at least 3 years in a leadership role.
• Proven pre-opening hotel experience is essential.
• Strong knowledge of PMS and front office systems (e.g., Opera, Fidelio 7).
• Exceptional leadership, interpersonal, and communication skills.
• Solid understanding of hotel operations, revenue management, and guest service principles.
• Excellent problem-solving, decision-making, and organizational abilities.
• Ability to handle pressure and maintain professionalism in a fast-paced environment.
• Strong financial and analytical skills, with experience managing departmental budgets.

• Guest service excellence and attention to detail
• Leadership and team development
• Operational planning and organization
• Communication and interpersonal skills
• Financial acumen and cost control
• Conflict resolution and decision-making
• Adaptability and innovation

• Timely completion of pre-opening milestones for Front Office setup
• Guest satisfaction and service scores (e.g., Guest Satisfaction Score, TripAdvisor, brand metrics)
• Efficiency in check-in/check-out processes
• Staff engagement and retention
• Accuracy in forecasting, billing, and reporting
• Compliance with brand standards and audit results