Front Office Manager

Key Responsibilities

1. Operational Management

• Oversee daily operations of Front Office, Housekeeping, and Security teams

• Ensure all activities are aligned with company SOPs and service standards

• Monitor occupancy, room readiness, and overall guest flow

• Manage staff scheduling, manpower planning, and operational efficiency

2. Guest Experience & Service Quality

• Ensure seamless guest experience from check-in to check-out

• Handle guest complaints and ensure timely and effective resolution

• Monitor and improve guest satisfaction and online review scores (OTA, Google, etc.)

• Develop and maintain service excellence standards

3. Housekeeping & Cleanliness Standards

• Ensure all rooms and public areas are clean, organized, and well-maintained

• Monitor inventory of linen, amenities, and cleaning supplies

• Maintain consistency in cleaning SOPs and room setup standards

4. Security & Safety

• Supervise implementation of security systems (CCTV, patrols, checkpoints)

• Ensure all safety and security procedures are properly followed, especially during night shifts

• Manage incident reports and implement preventive actions

• Ensure the safety of guests and staff at all times

5. Maintenance & Engineering Coordination

• Coordinate with Engineering for repairs and preventive maintenance

• Ensure all facilities (AC, plumbing, electrical, etc.) are functioning properly

• Monitor maintenance reports and follow up on pending issues

• Participate in planning and executing accommodation area improvements

6. Team Leadership & Development

• Lead, train, and develop team members across departments

• Conduct performance evaluations and provide coaching

• Build a positive and collaborative work culture

• Maintain discipline and performance standards

7. Administration & Reporting

• Prepare operational reports (occupancy, issue logs, guest feedback)

• Monitor and control departmental budgets

• Develop and improve SOPs

• Collaborate with other departments (F&B, HR, Finance)

Requirements

• Minimum 3–5 years of experience in hospitality (Front Office, Housekeeping, or Operations)

• Previous experience in a supervisory or managerial role

• Strong leadership and problem-solving skills

• Good understanding of overall hotel/hostel operations

• Ability to multitask and work under pressure

• Good communication skills; English proficiency is a plus