Front Office Manager

Role Overview

As Front Office Supervisor, you own the desk for your shift — the first and last point of contact most guests have with the property. You keep reception, reservations, concierge and cashiering running as one coordinated team, balancing room inventory and pricing against the day's actual demand while making sure arrivals are greeted and recognised properly. This role directly shapes guest satisfaction scores, revenue per available room, and how confidently your front desk team handles everything from a routine checkout to a service failure.

Key Responsibilities

• Run the daily front office operation across reception, reservations, concierge and cashiering, allocating staff to coverage peaks and stepping in at the desk during busy arrival and departure periods.
• Own the shift handover: reconcile the cashier float, verify billing and payment postings, and flag unresolved guest issues or open folios for the incoming supervisor.
• Set and adjust room rates, build demand forecasts, and apply yield decisions to protect occupancy and average rate during high- and low-demand periods.
• Control the check-in and check-out process so wait times stay reasonable, room assignments match bookings, and VIPs and repeat guests receive the recognition their profile calls for.
• Take personal ownership of escalated guest complaints — listen, resolve within your authority, document the outcome, and follow up with the guest before departure where possible.
• Train new front office staff on property management system procedures, brand service standards and cash handling, then monitor individual performance through spot checks and regular feedback.
• Coordinate with housekeeping, maintenance, food and beverage, and security on room readiness, special setups and guest requests that cross departmental lines.
• Maintain data accuracy in the property management system — profiles, rate codes, reservations and correspondence — so that reporting and forecasting can be trusted.

Requirements & Qualifications

• Degree or diploma in Front Office Management or a closely related hospitality discipline.
• At least five years of front office experience at supervisory level, gained in a large hotel or resort environment with high room counts and diverse guest segments.
• Hands-on proficiency with Micros and Hotsoft property management systems, plus solid working command of Excel, Word and Outlook for rosters, forecasting sheets and guest correspondence.
• Demonstrated strength in people leadership — coaching, rostering and holding a team to service standards — alongside genuine warmth in face-to-face guest care.
• Confidence with rate management, forecasting and yield techniques, and the judgement to apply them under pressure.
• Composure in complaint situations and the ability to de-escalate without conceding standards or revenue.
• Availability to work the rotating shift patterns a 24-hour front desk requires, including weekends and public holidays.