Front Office Manager

Role overview

Guest experience and operations

• Lead guest hosting and promote recognition, attentiveness and personalized service.
• Oversee arrivals, welcome amenities, luggage, room orientation and departures.
• Manage staffing, rosters and operational readiness across shifts.
• Ensure smooth check-in and check-out, accurate registration, billing, cashiering and room allocation.
• Coordinate room readiness and guest preferences with Housekeeping, Reservations and Stay Design.
• Maintain handovers, briefings, checklists and communication logs; prepare for peak arrivals, VIPs and groups.

Team leadership and quality

• Lead and develop Hosts through briefings, coaching, rehearsals and performance reviews.
• Set clear expectations and consistent service standards across shifts.
• Ensure compliance with brand standards, procedures, guest safety and service expectations.
• Inspect front-of-house areas, review guest feedback and performance, and drive service improvements.
• Maintain front-of-house presentation and support digital guest solutions and operational enhancements.

Qualifications

• Previous experience as a Front Office Manager or in a comparable Front Office leadership role.
• Proven team leadership and high service standards in a luxury hotel environment.
• Hands-on Opera Cloud experience is required.
• Expertise in VIP handling, guest recognition, complaint resolution and service recovery.
• Understanding of Front Office performance indicators, staffing productivity, cost control and upselling.
• Excellent leadership, communication and organizational skills.