Front Office Manager

Job title : Front Office Manager

JOB PURPOSE

• To oversee and manage all Front Office operations, ensuring exceptional guest experiences, efficient room inventory management, seamless check-in and check-out processes, effective revenue optimization, and compliance with Bolton White Group service standards.
• The Front Office Manager is responsible for maximizing guest satisfaction, supporting room revenue growth, ensuring operational efficiency, maintaining service excellence, and leading a high-performing front office team.

KEY RESPONSIBILITIES

Guest Experience Management

• Ensure all guests receive a professional and memorable welcome experience.
• Monitor guest satisfaction and promptly resolve complaints.
• Ensure VIP guests receive personalized attention.
• Drive service recovery initiatives.
• Monitor guest feedback from all channels.

Expected Outcome: Guest Satisfaction Score should not be less than 100%.

Front Office Operations Management

• Supervise daily front office activities.
• Ensure efficient room allocation.
• Monitor occupancy levels and room status.
• Ensure smooth check-in and check-out operations.
• Maintain accurate guest records.
• Coordinate effectively with Housekeeping and Maintenance.

Expected Outcome: Front Office SOP Compliance of at least 100%.

Reservation & Revenue Management

• Monitor room inventory and availability.
• Ensure reservation accuracy.
• Support ADR, RevPAR, TrevPAR, and occupancy targets.
• Promote room upgrades and upselling opportunities.
• Prevent revenue leakages.

Expected Outcome: Reservation Accuracy of at least 99%.

Team Leadership & Staff Development

• Conduct daily briefings.
• Supervise staff performance.
• Coach and mentor team members.
• Manage staff schedules and attendance.
• Recommend training needs.

Expected Outcome: Employee Engagement Score above 85%.

Financial & Administrative Control

• Monitor cash handling procedures.
• Ensure billing accuracy.
• Supervise daily revenue reconciliation.
• Review shift reports and night audit reports.
• Minimize financial discrepancies.

Expected Outcome: Zero cash shortages and billing errors.

Service Quality & Compliance

• Ensure adherence to SOPs.
• Enforce grooming standards.
• Conduct quality inspections.
• Ensure compliance with Bolton White standards.

Expected Outcome: Service Audit Score above 95%.

Reporting & Analytics

• Prepare daily occupancy reports.
• Analyze guest feedback trends.
• Monitor departmental KPIs.
• Submit monthly performance reports.

Expected Outcome: 100% timely reporting compliance.

QUALIFICATIONS & EXPERIENCE

Education

• Bachelor's Degree in Hospitality Management, Business Administration, Tourism Management, or related field.

Experience

• Minimum 5 years of hospitality experience.
• Minimum 3 years in a supervisory or management role within Front Office Operations.

Professional Competencies

• Hotel PMS proficiency
• Guest relations expertise
• Revenue awareness
• Leadership capability
• Communication skills
• Problem-solving skills
• Conflict resolution skills