Front Office Manager

Department: Front Office
Reports To: Front Office Manager / Rooms Division Manager
Supervises: Front Desk Associates, Guest Service Agents, Bell Desk, Concierge (as applicable)

Position Summary

The Assistant Front Office Manager supports the overall operations of the Front Office department to ensure exceptional guest experiences. This role assists in managing staff, ensuring smooth daily operations, handling guest concerns, optimizing room revenue, and upholding service standards. The AFOM acts as the operational leader in the absence of the Front Office Manager.

Key Responsibilities

Operational Management

• Oversee daily front desk operations including check-ins, check-outs, reservations, and guest queries.

• Ensure all guest interactions reflect brand service standards and hospitality excellence.

• Monitor room inventory, coordinate with Housekeeping, and ensure room readiness.

• Assist with duty manager responsibilities as required.

Guest Relations & Service Recovery

• Handle guest complaints and resolve issues promptly and professionally.

• Manage VIP arrivals, special requests, and personalized guest experiences.

• Ensure all guest feedback is recorded and appropriate follow-up actions are taken.

• Maintain a strong presence in the lobby to support guests and staff.

Team Leadership & Training

• Supervise, train, coach, and motivate front office staff.

• Conduct shift briefings, assign tasks, and monitor performance.

• Assist in hiring, onboarding, and performance appraisals.

• Foster a culture of teamwork, professionalism, and continuous improvement.

Financial & Administrative Responsibilities

• Assist with budgeting, forecasting, and cost control for the department.

• Oversee cash handling, billing accuracy, and financial compliance.

• Monitor upselling initiatives and ensure revenue-maximizing practices.

• Maintain departmental reports, audit compliance, and SOP documentation.

Systems & Standards

• Ensure efficient use of PMS systems (e.g., Opera, IDS, or property-specific software).

• Uphold brand standards, grooming norms, safety protocols, and operational SOPs.

• Conduct regular audits of front office procedures and implement improvements.

Requirements & Qualifications

• Degree or diploma in Hospitality Management or related field (preferred).

• 2–4 years of front office experience, with at least 1 year in a supervisory or team-lead role.

• Strong communication, leadership, and problem-solving skills.

• Proficiency in PMS operations and MS Office.

• High standard of grooming and professional demeanor.

• Ability to work flexible hours, including weekends and holidays.

• Strong guest service orientation and ability to work in a fast-paced environment.

Core Competencies

• Leadership & Team Management

• Guest Service Excellence

• Decision Making & Problem Solving

• Communication & Interpersonal Skills

• Financial Awareness & Accuracy

• Time Management

• Conflict Resolution

• Attention to Detail

• It is a Full Time Receptionist job for candidates with 5 - 6+ years Experience.