Front office manager

Job Description

• Oversee daily front office operations including reception, reservations, concierge, and guest services
• Ensure smooth and efficient check-in and check-out procedures
• Monitor room availability, occupancy levels, and room status coordination with Housekeeping
• Ensure proper handling of VIP arrivals, group check-ins, and special requests
• Maintain high standards of hospitality and personalized guest service
• Handle guest complaints, concerns, and special requests promptly and professionally
• Ensure guest satisfaction scores meet or exceed hotel targets
• Implement service recovery procedures when necessary
• Supervise, train, and evaluate front office staff performance
• Prepare duty rosters, scheduling, and manpower planning
• Conduct regular briefings and training sessions
• Enforce grooming standards, discipline, and professionalism
• Maximize room revenue through upselling and room inventory management
• Monitor daily revenue reports, occupancy, ADR, and RevPAR
• Ensure accuracy of billing, cashiering, and financial transactions
• Control front office expenses within budget
• Ensure adherence to hotel policies, SOPs, and government regulations
• Maintain guest privacy and data protection standards
• Coordinate with Security for safety and emergency procedures
• Ensure proper handling of cash, credit transactions, and audits
• Coordinate with Housekeeping, Sales, Engineering, and F&B for seamless operations
• Attend management meetings and provide operational reports
• Ensure clear communication between shifts and departments

Qualifications/Requirements

• Bachelor’s degree in hospitality management, Tourism, or related field
• Minimum 3–5 years’ experience in Front Office operations, with at least 2 years in a supervisory/managerial role
• Experience in hotel PMS (e.g., Opera, Fidelio, or similar systems)
• Financial and analytical skills
• Ability to work under pressure in a fast-paced environment
• Strong leadership and team management skills
• Problem-solving and decision-making ability
• Excellent communication and interpersonal skills
• High level of professionalism and customer service orientation
• Guest Satisfaction Score (GSS) / Online Reviews
• Front Office Upselling Revenue
• Occupancy Rate & Revenue Performance (ADR, RevPAR)
• Check-in/Check-out Efficiency
• Staff Productivity and Turnover Rate
• Compliance Audit Scores

Work location

CITY OF DASMARIÑAS, CAVITE

Remarks

No additional remarks

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