Front Office Manager

Front Office Manager - KOJI Oriental Maison
Phan Thiết, Vietnam | Pre-Opening Hospitality Role
About The Role
As Front Office Manager, you'll own the guest journey from first booking to check-out, and build the front-of-house team and systems that make it seamless. This is a pre-opening role - you'll be setting up standard operating procedures, training a brand-new team, and getting the department ready for a phased launch, not stepping into an established operation.
Key Responsibilities
Lead recruitment, training, and scheduling for the Front Office team (reception, guest relations, bell/concierge) ahead of phased opening
Develop and implement Front Office SOPs - check-in/out, guest requests, complaint handling, upselling, VIP protocols
Oversee day-to-day front desk operations, ensuring smooth check-in/check-out and guest satisfaction from soft open onward
Manage room inventory, rate integrity, and coordination with Reservations/Sales on allocations and overbooking policy
Serve as a key user in the PMS rollout - support system setup, testing, and staff training ahead of go-live
Act as Manager on Duty as needed, resolving guest issues and escalations
Partner with Housekeeping and Engineering to ensure room readiness aligns with front office release timelines
Monitor and report on key front office metrics (occupancy, ADR flow-through, guest satisfaction scores)
What We're Looking For
5+ years Front Office experience, with at least 2 years in a supervisory/managerial role
Pre-opening hotel experience strongly preferred
Hands-on experience with hotel PMS systems (Comanche experience a plus)
Strong leadership and training skills - you'll be building a team from scratch
Fluent Vietnamese; working proficiency in English
Calm under pressure, comfortable in a fast-moving, resource-constrained pre-opening environment
Why Join KOJI?
Be part of the founding team shaping a new wellness hospitality brand from the ground up - a rare opportunity to build front office culture and systems that will define the guest experience for years to come.