Front Desk Manager

Overview

Key Responsibilities

• Lead the daily Front Desk operation to ensure smooth arrivals, in-stay service and departures.
• Oversee Front Desk supervisors, agents and night team performance to ensure service consistency and operational discipline.
• Maintain a visible presence during peak arrival and departure periods to support guest flow and service delivery.
• Review daily arrivals, departures, stayovers, VIPs, room assignments, guest preferences and special requests.
• Ensure guest profiles, preferences, traces and notes are accurately updated in the PMS to support personalization and future stays.
• Oversee check-in, check-out, in-room check-in, group check-in and special arrival experiences when required.
• Handle escalated guest concerns and complaints, ensuring timely service recovery, follow-up and closure.
• Coordinate with Guest Relations, Concierge, Butler Services, Housekeeping, Engineering, Transportation, Spa and Food & Beverage to ensure a seamless guest journey.
• Ensure accurate handovers, pass-on logs, daily communication and shift briefings are completed.
• Monitor Front Desk processes, documentation, registration, guest communication and service standards through regular checks and audits.
• Oversee Front Desk cashiering, float management, billing accuracy, posting, routing, rebates, adjustments and end-of-shift closing procedures.
• Monitor rate application, billing instructions, package inclusions and folio accuracy to reduce errors and revenue leakage.

Additional Responsibilities

• Support room upselling, package promotion and ancillary revenue opportunities while maintaining a guest-centric approach.
• Review no-shows, cancellations, open folios, routing issues and billing discrepancies, supporting Night Audit and Finance where required.
• Prepare and manage Front Desk schedules in line with occupancy, business levels, arrivals, departures and productivity targets.
• Conduct daily briefings, coaching, feedback sessions and on-the-job training to improve service delivery.
• Participate in recruitment, onboarding, training and development of Front Desk associates.
• Cover Duty Manager or Night Manager responsibilities when required.

Qualifications & Experience

• Minimum 3-5 years of Front Office experience, with at least 2 years in a supervisory or management role.
• Previous experience in a luxury or ultra-luxury hotel or resort environment is preferred.
• Pre-opening experience is an advantage.
• Strong background in Front Desk operations, room control, guest recognition, service recovery, cashiering and billing accuracy.
• Strong proficiency in Property Management Systems (PMS), with hands-on expertise in check-in, check-out, guest profiles, room inventory, billing, cashiering, traces and Front Office controls.
• Knowledge of guest request platforms, workforce management systems, keycard systems and guest feedback tools is preferred.
• Strong understanding of night audit, reservations, room allocation and guest profile management.
• Ability to act as Duty Manager and support Night Manager responsibilities when required.
• Strong leadership, coaching and team management skills.
• Excellent communication, guest engagement and service recovery skills.
• Strong attention to detail, organization and follow-up.
• Ability to remain calm, professional and decisive under pressure.