Front Office Manager

- Manage and oversee the daily operations of the Front Office Department, including Reception, Concierge, Bell, and Guest Services.
- Ensure all guests receive warm, professional, and personalized service throughout their stay.
- Monitor guest satisfaction and promptly resolve guest complaints and service issues.
- Ensure compliance with hotel standards, policies, procedures, and IHG brand standards.
- Lead, coach, train, and motivate Front Office Hosts to achieve operational and service excellence.
- Manage daily staffing, scheduling, and manpower allocation according to business levels and operational needs.
- Monitor room availability, arrivals, departures, room assignments, and VIP arrangements.
- Coordinate closely with Housekeeping, Reservations, Sales, Engineering, Finance, and other departments to ensure smooth operations.
- Conduct regular briefings and communicate operational updates effectively to the team.
- Monitor departmental performance, service standards, and key operational indicators.
- Ensure proper handling of cash, payments, guest accounts, and financial procedures.
- Support upselling initiatives and maximize room revenue and other Front Office revenue opportunities.
- Ensure accurate and timely completion of reports, records, and administrative tasks.
- Handle VIP guests and special requests, ensuring personalized service and attention to detail.
- Maintain a strong focus on guest feedback, online reviews, and service recovery.
- Ensure compliance with health, safety, security, and emergency procedures.
- Support the Director of Rooms / General Manager in achieving departmental and resort objectives.
- Perform other duties and responsibilities as assigned by management.