Front Office Manager

Hotel H2O; Metro Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Hotel H2O is seeking an experienced Front Office Manager to lead the department and oversee daily operations, ensuring seamless guest experiences and adherence to service standards.

You will coach and develop the Front Office team, coordinate with Housekeeping, Reservations, and other departments, and drive performance through accurate PMS management and revenue support.

Ideal candidates excel in fast-paced environments and communicate clearly with guests and staff.

Qualifications

• Strong leadership and communication skills.
• Solid understanding of hotel operations.
• Ability to manage a fast-paced, guest-focused environment.

Responsibilities

• Oversee and manage the Front Office Department including Reception, Concierge, Bell Services, and Guest Relations.
• Ensure smooth check-in/check-out, room assignment, billing, and Front Office processes.
• Maintain high guest satisfaction with prompt, personalized, professional service.

Job description

We are looking for an experienced and highly motivated Front Office Manager to lead and oversee the overall operations of the Front Office Department. The Front Office Manager will be responsible for ensuring efficient daily operations, delivering exceptional guest experiences, managing and developing the Front Office team, and maintaining the hotel's service and operational standards.

The ideal candidate is a strong leader with excellent communication and problem-solving skills, a solid understanding of hotel operations, and the ability to effectively manage a fast-paced, guest-focused environment.

Key Responsibilities

• Oversee and manage the overall operations of the Front Office Department, including Reception, Concierge, Bell Services, Guest Relations, and other Front Office functions, as applicable.
• Ensure smooth and efficient guest check-in, check-out, room assignment, billing, and other Front Office processes
• Maintain a high level of guest satisfaction by ensuring prompt, personalized, and professional service at all times.
• Handle and resolve escalated guest complaints, concerns, and service recovery matters in a professional and timely manner.
• Establish and maintain effective coordination with Housekeeping, Reservations, Engineering, Security, F&B, and other departments to ensure seamless hotel operations.
• Monitor room availability, occupancy, room inventory, arrivals, departures, VIP guests, group bookings, and potential overbooking situations.
• Work closely with Reservations and Revenue teams to maximize room occupancy and support the hotel's revenue objectives.
• Ensure the accuracy and integrity of guest information, room rates, room assignments, billing, and transactions in the Property Management System (PMS).
• Develop, implement, and continuously improve Front Office policies, procedures, and operating standards.
• Lead, supervise, coach, and develop Front Office employees to achieve departmental goals and maintain high service standards.
• Conduct regular briefings, performance coaching, training, and performance evaluations for Front Office staff.
• Manage staffing levels, work schedules, duty assignments, and manpower requirements based on hotel occupancy and operational needs.
• Monitor employee attendance, grooming, conduct, productivity, and adherence to hotel policies.
• Oversee Front Office cashiering, cash handling, credit transactions, billing, and daily financial reconciliation in accordance with company policies.
• Review and analyze Front Office reports, including occupancy, arrivals, departures, room status, revenue-related reports, guest feedback, and other operational reports.
• Monitor departmental expenses and ensure proper utilization of Front Office resources in accordance with the approved budget.
• Conduct regular inspections of the Front Office, lobby, guest service areas, and other relevant areas to ensure cleanliness, organization, and compliance with hotel standards.
• Ensure compliance with hotel policies, safety procedures, security protocols, and applicable regulatory requirements.
• Ensure consistent delivery of 4–5 star hospitality service standards across all Front Office functions.
• Lead service recovery initiatives and implement corrective actions based on guest feedback and operational issues.
• Prepare departmental reports and provide operational updates and recommendations to the Front Office Manager's immediate superior or Hotel Management.
• Represent the Front Office Department in management meetings and coordinate with other department heads regarding operational concerns.
• Ensure proper communication and endorsement of important operational matters across all shifts.
• Perform other duties and responsibilities as may be assigned by Hotel Management.