Front Office Manager

Workplace Type

Full-time

Job ID: IJOB202666676

• Oversee and manage the day-to-day operations of the Resort Front Office, Reception, Guest Relations, and related guest-service functions.
• Ensure every guest receives a warm welcome, professional service, and a positive experience throughout their stay.
• Manage the complete guest journey, including pre-arrival arrangements, reservations, arrival, registration, check-in, in-house services, guest requests, check-out, and departure.
• Monitor room availability, room status, reservations, allocations, upgrades, cancellations, extensions, and special arrangements to ensure effective room utilization.
• Coordinate with the Reservation and Sales teams regarding bookings, group arrivals, special packages, corporate guests, and other reservations.
• Personally oversee the arrival and stay of VIP guests, corporate clients, group bookings, wedding/event guests, and other special categories of guests.
• Handle guest complaints and service recovery situations professionally, ensuring timely resolution and appropriate follow-up.
• Monitor guest feedback, online reviews, complaints, and service issues and recommend practical measures to improve guest satisfaction.
• Maintain high standards of hospitality, courtesy, grooming, communication, and professional conduct among all Front Office personnel.
• Prepare duty rosters, shift schedules, manpower deployment plans, and daily work assignments according to resort occupancy and operational requirements.
• Ensure accurate handling of room keys/cards, guest registration, billing coordination, deposits, payments, receipts, and other front office documentation in coordination with Accounts.
• Monitor room occupancy, arrivals, departures, no-shows, cancellations, extensions, and other relevant operational information and provide timely updates to management.
• Ensure proper handling of guest belongings, lost and found items, guest messages, correspondence, and confidential information in accordance with resort policies.
• Prepare daily, weekly, and monthly Front Office reports, including occupancy-related information, guest feedback, incidents, complaints, and operational performance.
• Perform any other duties and responsibilities assigned by the Resort Manager/General Manager.