Front Office Manager

Role & Responsibilities: Manage the complete Front Office operations, including guest reservations coordination, check-in, check-out, reception, guest relations, and cashiering. Ensure a smooth and welcoming guest experience for leisure travellers, families, wedding guests, corporate groups, and student groups. Supervise the Front Office team and coordinate with Reservations, Housekeeping, Food & Beverage, Sales, and Security. Monitor daily arrivals, departures, room allocation, VIP guests, group movements, room status, and special guest requests. Ensure rooms are ready on time and coordinate with Housekeeping for room inspections and quick turnaround. Handle guest complaints, service recovery, special requests, and escalations professionally. Manage room keys, guest registration, billing, payment collection, refunds, and accurate folio settlements. Monitor room inventory, occupancy, room upgrades, walk-ins, and upselling opportunities in coordination with the Reservations and Sales teams. Ensure accurate handling of bookings from direct channels, OTAs, corporate clients, wedding planners, and travel agents. Maintain guest records, shift handover reports, occupancy reports, cashier reports, and other daily operational reports. Ensure proper use of the Property Management System (PMS), booking systems, and guest communication tools. Implement Front Office SOPs, grooming standards, guest privacy, security procedures, and applicable statutory requirements. Train and supervise team members, prepare duty rosters, and monitor staff performance. Coordinate group check-ins, wedding arrivals, corporate conferences, and student group departures to ensure efficient service. Work towards improving guest satisfaction, online reviews, operational efficiency, and room revenue. Preferred Candidate Profile Graduate or Diploma holder in Hotel Management or Hospitality Management. Minimum 4-7 years of experience in Front Office operations, preferably with 12 years in a managerial or supervisory role. Experience in resorts or hotels handling weddings, corporate groups, leisure travellers, and large group check-ins will be preferred. Good knowledge of PMS, room inventory management, billing, cashiering, guest relations, and OTA booking processes. Strong communication, leadership, problem-solving, and guest-handling skills. Ability to manage a team, coordinate multiple departments, and handle guest escalations effectively. Professional grooming, a guest-focused attitude, and strong attention to detail. Flexible to work in shifts, weekends, and during weddings or special events.