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.

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