Requirements:

• Diploma or Degree in Hospitality or Hotel Management.
• 3–5 years of front office experience.
• At least 1–2 years in a supervisory capacity.
• Proficiency in hotel PMS systems (e.g. Opera).
• Point of Sale (POS) systems.

Responsibilities:

Operational Oversight

• Support and manage daily front office operations including reception, concierge, guest services, and switchboard.
• Ensure team adherence to SOPs and that check-in/check-out processes are efficient and accurate.
• Liaise with housekeeping and reservations to ensure room allocations, guest preferences, and special requests are fulfilled.
• Monitor lobby presence and actively support team members during peak times.

Guest Experience

• Engage with guests proactively to ensure satisfaction, resolve complaints, and exceed expectations.
• Manage VIP arrivals and coordinate special welcome amenities or services.
• Supervise handling of early arrivals, late checkouts, and overbooking situations.

Staff Supervision and Development

• Provide hands-on guidance, coaching, and feedback to front office staff.
• Assist in scheduling shifts, approving leave, and managing departmental rosters.
• Support onboarding and training of new team members in alignment with hotel service standards.
• Conduct regular team briefings to ensure service consistency and communication of updates.

Administrative Duties

• Oversee shift handovers and ensure all guest and operational issues are clearly communicated.
• Verify billing accuracy, room charges, and payment processing in collaboration with the night audit team.
• Monitor departmental supplies and equipment, initiating orders when necessary.
• Prepare daily reports for management review as delegated by the Front Office Manager.

Customer Responsibilities

• Champion guest satisfaction across all touchpoints in the front office.
• Act as a point of escalation for complex guest complaints or service recoveries.
• Monitor guest feedback platforms and address concerns where appropriate in collaboration with the Front Office Manager.

People Responsibilities

• Foster a culture of professionalism, teamwork, and respect within the front office.
• Identify performance gaps and support ongoing training and development plans.
• Promote cross-training and collaboration between guest services, concierge, and night audit teams.

Quality Responsibilities

• Ensure all procedures related to check-in, check-out, room allocations, and billing are followed precisely.
• Conduct regular quality checks at the front desk and monitor team grooming, uniform, and service presentation.
• Implement improvements based on guest feedback and internal audits.

Finance Responsibilities

• Monitor cash handling procedures and ensure compliance with hotel financial protocols.
• Support the night audit and finance teams in daily revenue reconciliation when required.
• Ensure billing issues, disputed charges, and refunds are resolved accurately and in a timely manner.

Facilities Responsibilities

• Identify and report maintenance or IT issues affecting the front office area or guest experience.
• Ensure the lobby and reception areas remain clean, well-presented, and guest-ready.
• Support operational readiness during emergencies or unplanned disruptions.

Legal and Compliance Responsibilities

• Ensure adherence to legal requirements regarding guest data, identification, and financial transactions.
• Support implementation of health, safety, and fire regulations across the front office.
• Maintain compliance with security procedures including key control and guest access.

Additional Duties

• Represent the Front Office Manager during absences or days off.
• Collaborate with other department heads to ensure overall operational alignment.
• Perform any other reasonable tasks as delegated by senior management.