Front Office Manager

Roy's Hotel and Convention Center; Murcia; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Roy's Hotel and Convention Center in the Philippines seeks a proactive Front Office Manager to lead daily Front Office operations in a on-site hotel setting. You will oversee check-in/out, reservations, room assignments, billing, and guest relations, ensuring service standards and guest satisfaction.

The role requires strong leadership, coaching, and coordination with other departments to maintain operational efficiency and compliance with hotel policies.

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• 3+ years of hotel operations experience, preferably with Front Office management.
• Experience with front desk, reservations, cashiering, and supervision.
• Experience using hotel PMS and reservations systems.
• Knowledge of Front Office operations, revenue monitoring, cashiering, billing, and reporting.
• Strong leadership and communication skills; ability to train and coach staff.
• Ability to work under pressure and handle guest complaints professionally.
• Relevant training or certifications in hotel operations or customer service are a plus.

Responsibilities

• Oversee daily Front Office operations, including check-in/check-out, room assignments, reservations, and VIP arrivals.
• Monitor room availability and inventory with Housekeeping.
• Ensure accurate guest records, registration forms, and reporting.
• Implement and monitor Front Office procedures and service standards.
• Deliver courteous, efficient, and personalized guest service; handle complaints and service recovery.
• Monitor guest feedback and reviews; suggest improvements.
• Lead and develop Front Office staff; schedule shifts and allocations.
• Coordinate with Housekeeping, Sales, Finance, and others for seamless operations.
• Maintain safety, security, and data handling procedures; report incidents.

Skills

Front Office Leadership

Guest relations

Reservations management

Cashiering & Billing

Staff supervision

Scheduling & staffing

Communication skills

Problem solving

Education

Bachelor's degree in Hospitality Management

Tools

PMS software

Reservation systems

Front office reporting

Job description

About the role

The Front Office Manager leads the daily operations of the Front Office Department in an on-site hotel environment, ensuring smooth service delivery throughout the guest journey. This role oversees front desk operations, guest relations, reservations, room assignments, billing, cashiering, team performance, and coordination with other departments to maintain service standards, guest satisfaction, operational efficiency, and compliance with hotel policies and applicable regulations.

Key responsibilities

• Oversee daily Front Office operations, including check-in, check-out, room assignments, room transfers, reservations, walk-in guests, group bookings, VIP arrivals, and special requests.

• Monitor room availability, occupancy, room status, and room inventory in coordination with Housekeeping.

• Ensure accurate guest records, profiles, registration forms, operational reports, shift endorsements, and departmental documentation.

• Implement and monitor Front Office standard operating procedures and hotel service standards.

• Deliver courteous, efficient, and personalised guest service while handling complaints, concerns, service recovery situations, and special requirements professionally.

• Monitor guest feedback, online reviews, and satisfaction reports, and recommend improvements to enhance the guest experience.

• Supervise, lead, coach, and evaluate Front Office personnel while promoting teamwork, accountability, professionalism, and a positive working environment.

• Prepare work schedules, duty assignments, and manpower allocations based on operational requirements.

• Conduct departmental meetings, briefings, performance discussions, training, and skills development activities.

• Monitor attendance, punctuality, grooming, discipline, and compliance with company policies.

• Oversee cashiering operations, billing accuracy, collection procedures, guest payments, cash accountability, receipts, and financial documentation.

• Review daily financial transactions, cashier reports, shift closing reports, room revenue, occupancy performance, average daily rate, and other relevant performance indicators.

• Monitor departmental expenses and recommend cost-control measures without compromising service quality.

• Prepare and submit accurate daily, weekly, and monthly departmental reports within required deadlines.

• Coordinate with Housekeeping, Sales and Marketing, Finance, Engineering, Security, and other departments to ensure seamless hotel operations.

• Maintain effective communication with the General Manager regarding departmental performance, operational concerns, guest matters, and improvement opportunities.

• Coordinate room requirements and accommodation arrangements for conventions, corporate accounts, group bookings, and special events.

• Ensure the proper implementation of safety, security, emergency, guest protection, confidentiality, and personal data handling procedures.

• Ensure proper reporting of guest incidents, lost-and-found concerns, accidents, unusual occurrences, and guest safety matters.

• Monitor key performance indicators, identify operational gaps, and implement strategies to improve service efficiency, guest satisfaction, and departmental productivity.

• Perform other related duties assigned by the General Manager in support of hotel operations.

What we're looking for

• Bachelor's degree in Hospitality Management, Tourism Management, Hotel and Restaurant Management, Business Administration, or a related field.

• At least three years of relevant experience in hotel operations, preferably including managerial experience in Front Office operations.

• Demonstrated experience in guest relations, front desk management, reservations, cashiering, and personnel supervision.

• Experience using hotel property management systems, reservation systems, and front office reporting tools.

• Knowledge of Front Office operations, hotel service standards, room inventory management, occupancy forecasting, revenue monitoring, cashiering, billing, and financial documentation.

• Strong leadership, people management, administrative, organisational, and report-writing skills.

• Excellent verbal and written communication, customer service, guest relations, problem-solving, decision-making, conflict resolution, and complaint-handling skills.

• Strong time management, attention to detail, accuracy, team coordination, collaboration, professionalism, accountability, adaptability, and ability to work under pressure.

• Relevant professional training or certifications in hotel operations or customer service are an advantage.