Job Description

Overview

We are seeking a highly organised and proactive

Front Office Manager

to oversee the daily operations of the hotel's front desk. This role is vital in delivering excellent guest experiences, ensuring administrative efficiency, and maintaining a professional and welcoming environment. The ideal candidate will bring a combination of hospitality knowledge, clerical expertise, and leadership ability, with a hands-on approach to service and operations.

1. Hierarchical Dependence

The Front Office Manager reports directly to the

Hotel Manager

. All operational strategies and departmental actions will be coordinated and validated with the Hotel Manager.

2. Purpose of the Position

The Front Office Manager is responsible for managing the front desk team, implementing front office procedures, and ensuring smooth guest services including check-ins, check-outs, and reservation management. The position also involves clerical tasks, IT system oversight, supply coordination, and team training.

3. Key Responsibilities Guest Services & Operations

Manage all front desk operations, ensuring efficient procedures and high-quality service. Supervise guest arrivals, check-ins, room allocations, and check-outs. Respond to guest inquiries, issues, and complaints with professionalism. Maintain daily communication on hotel occupancy, events, arrivals, and departures. Ensure guest confirmation vouchers and special requests are managed accurately. Handle deviations, overbookings, and incident compensations per company protocols.

Team Management & Training

Supervise and support front office staff, fostering a positive team environment. Create and manage duty rosters, leave schedules, and shift allocations. Provide ongoing training on systems, customer service, and emergency protocols. Participate in internal training and departmental development programmes.

Administration & Financials

Perform daily administrative tasks such as reporting, data entry, and record-keeping. Supervise daily closings, balancing, and auditing results. Coordinate with Finance for invoice handling and guest billing. Monitor daily revenue forecasting with Reservations and Revenue teams. Assist with invoicing and payment tracking when required (e.g. via QuickBooks).

Technology & Systems

Ensure staff are trained in the hotel's IT systems and operating procedures. Maintain updated records in OneNote and ensure digital tools (e.g. Google Suite) are properly used for communication, documentation, and scheduling.

Logistics & Facilities

Ensure the front office area is well-maintained and fully equipped. Manage supply stocks, approve orders, and monitor expenses related to the department. Coordinate with Maintenance and Housekeeping for room and facility readiness.

Compliance & Quality

Ensure adherence to hotel brand standards, manuals, and service protocols. Conduct regular quality checks and follow up on audit results with action plans. Promote and implement environmental, safety, and emergency protocols.

4. Working Relationships

Internal:

Collaborates closely with all hotel departments (Housekeeping, Maintenance, Reservations, F&B, etc.).

External:

Interfaces with guests, suppliers, and external service providers as needed.

5. Qualifications and Skills

Proven experience in a front office or administrative management role. Strong organisational skills and the ability to prioritise tasks in a fast-paced setting. Proficient in Google Suite and hotel systems (e.g. PMS); QuickBooks experience is a plus. Excellent verbal and written communication skills. Demonstrated leadership skills and the ability to train and motivate a team. High attention to detail and accuracy in documentation and guest handling.

6. Languages

English:

High level required (spoken and written). Additional languages are considered an asset.
Job Types: Full-time, Permanent

Pay: Up to 35,000.00 per year

Additional pay:

Tips
Benefits:

Company pension Discounted or free food Employee discount Referral programme
Schedule:

8 hour shift Day shift Flexitime Night shift Overtime Weekend availability
Language:

English (preferred)
Work Location: In person

Reference ID: Front Office Manage