Front Office Manager

Role overview

The Front Office Manager will take charge of the front office function together with the relevant department heads, ensuring the department operates smoothly and consistently meets the highest customer care standards. The role includes ongoing team training and focuses on delivering a positive guest experience that encourages repeat visits.

Key responsibilities

• Report on duty on time, wearing a clean, complete, and professional uniform that follows the company grooming policy.
• Plan and lead monthly front office department meetings, or meetings arranged by the General Manager, and pass the minutes to the General Manager for review.
• Maintain excellent personal cleanliness and workplace hygiene throughout all tasks.
• Track upcoming business regularly, understand future demand, and plan ahead accordingly.
• Monitor the arrivals list and stay informed about expected VIP guests.
• Develop strong guest relationships and capture personal preferences to help turn guests into repeat customers and future bookings.
• Stay informed about competitor activity and compare current services against market alternatives.
• Work to budgeted targets, including room revenue, occupancy, and rate performance.
• Manage staff schedules while staying within budget limits.
• Ensure the front desk operates professionally at all times and that company standards are consistently upheld.
• Make sure all agreed services and guest amenities, such as porter service and wake-up calls, are delivered.
• Handle guest questions, requests, and reservations quickly and efficiently.
• Support consistently high service quality through staff training and monitoring.
• Build guest databases and tracking systems, and keep follow-up processes running effectively.
• Use competitor and market information to support changes to services and rates where needed.
• Drive room revenue, occupancy, and revenue per available room through yield management, revenue analysis, and performance tracking.
• Keep all staff informed about hotel promotions and special events.
• Increase sales through upselling, additional selling, and accurate recording of sales.
• Perform duty management tasks as required by business needs.
• Create efficient rosters so all shifts are covered according to business levels.
• Review departmental SOPs regularly, update them when needed, and communicate changes to the team.
• Check ledger bills before they are passed to accounts.
• Monitor management accounts.
• Ensure guest charges are correctly posted and settled.
• Confirm all billing is completed to the agreed standard and work with accounts to resolve issues.
• Manage deposits, lodgements, floats, and foreign exchange.
• Handle complaints in a prompt, considerate, and solution-focused way.
• Respond effectively to guest queries and enquiries.
• Ensure cash-handling procedures follow company policy.
• Make sure all team members follow the required uniform and personal hygiene standards.
• Comply with company rules on fire safety, health and safety, hygiene, food hygiene, customer care, and security.
• Carry out ordering duties as needed using the online purchasing system.
• Follow the company Code of Conduct.
• Read, understand, and perform duties as set out in the Staff Handbook.
• Keep workstations clean, safe, and orderly at all times.
• Report maintenance issues to management without delay.
• Attend training sessions and communication meetings when scheduled, with advance notice normally provided.

Additional information

The position requires close coordination with other department heads and ongoing attention to business demand, guest satisfaction, revenue performance, and operational compliance. It also involves maintaining records, monitoring financial processes, and ensuring consistent service delivery across the front office team.

Standards and compliance

The role requires strict adherence to grooming, hygiene, safety, fire, food hygiene, security, customer care, and cash-handling standards, along with the company Code of Conduct and Staff Handbook.

Commercial focus

A key part of the role is supporting revenue growth through room revenue management, occupancy optimisation, rate achievement, upselling, and the efficient use of customer data and market insight.