Front Office Manager

Mandarin Premier Hotels and Resort Group; Malay; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Mandarin Premier Hotels and Resort Group is seeking a seasoned Front Office Manager to lead all front office operations and uphold five-star guest experiences. You will drive efficiency, mentor staff, and ensure flawless service across check-in, concierge, and guest relations.

With 7–10 years in front office roles and 3–5 years in management within luxury hotels, you’ll analyze metrics, manage budgets, and coordinate with F&B and housekeeping to sustain brand standards.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• 7–10 years in front office operations, with 3–5 years in a managerial role in luxury hotels.
• Strong leadership, communication, and people-management abilities.
• Financial acumen and ability to analyze performance metrics.
• Proficiency with hotel systems such as Opera and Fidelio.

Responsibilities

• Supervise check-in/check-out, concierge, bell desk, and guest relations.
• Ensure personalized service for VIPs, corporate clients, and repeat guests.
• Handle guest complaints with tact and swift resolution.
• Recruit, train, and mentor front office staff.
• Conduct performance reviews and staff development programs.
• Monitor daily front office operations to maintain 5-star standards.
• Coordinate with housekeeping, reservations, and F&B for seamless flow.
• Implement SOPs and ensure brand-standard compliance.
• Prepare and manage front office budgets, payroll, and expenses.
• Track occupancy, ADR, RevPAR, and GOP metrics to support revenue goals.

Skills

Leadership & people mgmt

Communication skills

Financial acumen

Guest relations

Multilingual ability

Education

Bachelor's degree in Hospitality Management

Tools

Opera

Fidelio

Job description

About the role

The Front Office Manager is a senior leadership role responsible for managing all front office operations, ensuring flawless guest service, and maintaining the highest standards of luxury hospitality. This position requires strong leadership, operational expertise, and the ability to deliver exceptional guest experiences while driving efficiency and profitability.

Key responsibilities

• Supervise check-in/check-out, concierge, bell desk, and guest relations.

• Ensure personalized service for VIPs, corporate clients, and repeat guests.

• Handle guest complaints with tact, empathy, and swift resolution.

• Recruit, train, and mentor front office staff.

• Conduct performance reviews and implement staff development programs.

• Monitor daily front office operations to maintain 5-star standards.

• Coordinate with housekeeping, reservations, and F&B for seamless guest flow.

• Implement SOPs and ensure compliance with brand standards.

• Prepare and manage front office budgets, payroll, and expense reports.

• Track occupancy, ADR, RevPAR, and GOP metrics to support revenue goals.

About you

• Bachelor's degree in Hospitality Management, Business Administration, or related field.

• Minimum 7–10 years in front office operations.

• At least 3–5 years in a managerial role within a luxury or 5-star hotel.

• Strong leadership and people management.

• Excellent communication and interpersonal skills.

• Financial acumen and ability to analyze performance metrics.

• Proficiency in hotel systems (Opera, Fidelio, etc.).

• Problem-solving, conflict resolution, and decision-making expertise.

• Multilingual ability preferred (English plus one other language).

• CHA (Certified Hotel Administrator) or equivalent credentials preferred.