JOB PURPOSE
- To oversee and manage all Front Office operations, ensuring exceptional guest experiences, efficient room inventory management, seamless check-in and check-out processes, effective revenue optimization, and compliance with Bolton White Group service standards.
- The Front Office Manager is responsible for maximizing guest satisfaction, supporting room revenue growth, ensuring operational efficiency, maintaining service excellence, and leading a high-performing front office team.
KEY RESPONSIBILITIES
Guest Experience Management
- Ensure all guests receive a professional and memorable welcome experience.
- Monitor guest satisfaction and promptly resolve complaints.
- Ensure VIP guests receive personalized attention.
- Drive service recovery initiatives.
- Monitor guest feedback from all channels.
Expected Outcome: Guest Satisfaction Score should not be less than 100%.
Front Office Operations Management
- Supervise daily front office activities.
- Ensure efficient room allocation.
- Monitor occupancy levels and room status.
- Ensure smooth check-in and check-out operations.
- Maintain accurate guest records.
- Coordinate effectively with Housekeeping and Maintenance.
Expected Outcome: Front Office SOP Compliance of at least 100%.
Reservation & Revenue Management
- Monitor room inventory and availability.
- Ensure reservation accuracy.
- Support ADR, RevPAR, TrevPAR, and occupancy targets.
- Promote room upgrades and upselling opportunities.
- Prevent revenue leakages.
Expected Outcome: Reservation Accuracy of at least 99%.
Team Leadership & Staff Development
- Conduct daily briefings.
- Supervise staff performance.
- Coach and mentor team members.
- Manage staff schedules and attendance.
- Recommend training needs.
Expected Outcome: Employee Engagement Score above 85%.
Financial & Administrative Control
- Monitor cash handling procedures.
- Ensure billing accuracy.
- Supervise daily revenue reconciliation.
- Review shift reports and night audit reports.
- Minimize financial discrepancies.
Expected Outcome: Zero cash shortages and billing errors.
Service Quality & Compliance
- Ensure adherence to SOPs.
- Enforce grooming standards.
- Conduct quality inspections.
- Ensure compliance with Bolton White standards.
Expected Outcome: Service Audit Score above 95%.
Reporting & Analytics
- Prepare daily occupancy reports.
- Analyze guest feedback trends.
- Monitor departmental KPIs.
- Submit monthly performance reports.
Expected Outcome: 100% timely reporting compliance.
QUALIFICATIONS & EXPERIENCE
Education
- Bachelor's Degree in Hospitality Management, Business Administration, Tourism Management, or related field.
Experience
- Minimum 5 years of hospitality experience.
- Minimum 3 years in a supervisory or management role within Front Office Operations.
Professional Competencies
- Hotel PMS proficiency
- Guest relations expertise
- Revenue awareness
- Leadership capability
- Communication skills
- Problem-solving skills
- Conflict resolution skills
