Front Office Manager

Pre-Opening Phase: Assist in recruiting, training, and onboarding the Front Office team (reception, concierge, guest relations, bell desk, and operators). Set up SOPs, checklists, and guest handling protocols in alignment with brand standards. Oversee the installation, testing, and go-live of front office systems (e.g., PMS, telephony, key management, mobile check-in). Support mock drills and trial runs to prepare the department for operational readiness. Guest Experience Management: Ensure seamless check-in/check-out, VIP handling, and guest services are delivered with consistency and warmth. Handle guest complaints and service recovery proactively, maintaining high satisfaction scores. Personally welcome dignitaries, VIPs, repeat guests, and corporate partners to uphold brand loyalty. Team Leadership & Training: Lead and mentor a team of front desk agents, guest relations executives, concierge staff, and bell desk personnel. Implement daily briefings, performance reviews, and grooming standards. Coordinate with HR and L&D to drive continuous learning, cross-training, and career development plans. Operational Excellence & Reporting: Monitor daily occupancy, arrivals/departures, and group movement to ensure manpower and operational readiness. Ensure cash handling, billing, night audit, and guest folio management is accurate and audit-ready. Maintain departmental budgets, cost controls, and forecast accuracy. Interdepartmental Coordination: Liaise closely with Housekeeping, Engineering, F&B, and Security to ensure a seamless guest experience. Collaborate with Sales & Reservations for group check-ins, room blocks, and special requests.

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