Front Office Manager

  • MalĂ©, Maldives
  • Front Office
  • Full-Time
  • On-Site
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Job Description:

Position Overview

The Front Office Manager is responsible for leading all front desk and guest-facing operations, ensuring a seamless arrival, stay, and departure experience for every guest.

This role oversees daily front office operations, team performance, service standards, revenue optimization, and guest satisfaction. The Front Office Manager sets the tone for the hotel experience and ensures that service delivery reflects the hotels brand standards and reputation.

The ideal candidate is confident, service-driven, highly organized, and capable of leading a dynamic team in a fast-paced hospitality environment.

Key Responsibilities

Operational Leadership

  • Oversee daily front office operations including reception, guest services, concierge, and bell services.

  • Ensure smooth check-in and check-out processes.

  • Monitor room allocations, occupancy levels, and special requests.

  • Maintain strong communication with Housekeeping, Engineering, and F&B departments.

  • Handle VIP arrivals and special guest arrangements.

Guest Experience & Service Standards

  • Ensure service standards are consistently delivered and aligned with the hotels positioning.

  • Resolve guest complaints promptly and professionally.

  • Monitor guest feedback, reviews, and satisfaction scores.

  • Implement service improvement initiatives where needed.

Revenue & Financial Oversight

  • Monitor room revenue performance and upselling opportunities.

  • Ensure accurate billing, cash handling, and night audit procedures.

  • Support forecasting and front office budgeting processes.

  • Minimize revenue loss through effective rate and inventory control.

Team Leadership & Development

  • Recruit, train, and supervise front office team members.

  • Prepare duty rosters and manage staffing levels.

  • Conduct regular training sessions on service standards and systems.

  • Lead performance evaluations and coaching discussions.

Systems & Compliance

  • Ensure accurate use of the Property Management System (PMS).

  • Maintain compliance with local regulations regarding guest registration and documentation.

  • Oversee daily reports, cash reconciliations, and audit procedures.

Qualifications & Experience

  • Bachelors degree in Hospitality Management or related field preferred.

  • 5+ years of front office experience with at least 2 years in a supervisory or managerial role.

  • Strong knowledge of PMS systems and front office procedures.

  • Experience in handling guest relations and service recovery.

Key Competencies

  • Strong leadership and decision-making ability

  • Excellent communication and interpersonal skills

  • High level of professionalism and composure

  • Operational and financial awareness

  • Problem-solving skills

  • Detail-oriented with strong organizational ability

Performance Indicators

  • Guest satisfaction and review scores

  • Front office revenue performance

  • Accuracy of billing and audit processes

  • Staff retention and engagement

  • Efficiency of check-in and check-out processes