Overview
The Front Office Manager is responsible for leading the reception and guest relations team, ensuring a seamless guest journey from arrival to departure. This role is hands on, operational, and guest focused, with accountability for service standards, team performance, and front office financial controls.
You’ll play a key role in driving guest satisfaction, resolving issues in real time, and maintaining strong communication across all hotel departments.
Key Responsibilities
Guest Experience & Service Delivery
* Lead the front office team to deliver a warm, efficient, and personalized guest experience
* Handle escalated guest complaints, ensuring timely resolution and appropriate service recovery
* Monitor guest feedback (including online reviews and internal platforms) and implement improvements
* Ensure clear and consistent communication of hotel facilities, including spa access, pricing, and availability
Operations Management
* Oversee daily front office operations, including check in, check out, room allocations, and billing
* Ensure all reservations, payments, and pre‑authorisations are handled accurately
* Maintain strong control over cash handling, deposits, and financial procedures
* Work closely with housekeeping, maintenance, and F & B to ensure smooth day‑to‑day operations
Team Leadership & Development
* Lead, coach, and develop the reception and guest relations team
* Set clear expectations and hold the team accountable for performance and standards
* Manage rotas, holidays, and staffing levels in line with business needs
* Conduct regular training, including complaint handling and service standards
* Address performance issues promptly, including disciplinary processes where required
Revenue & Commercial Awareness
* Maximize room revenue through effective room allocation and upselling
* Ensure rate and availability strategies are followed and communicated
* Monitor no shows, cancellations, and payment compliance
Systems & Administration
* Ensure accurate use of Opera PMS, including reservations, billing, and guest profiles
* Maintain clear and detailed guest notes and handovers
* Produce and review reports related to performance, revenue, and guest feedback
Standards & Compliance
* Ensure all front office procedures comply with company policies and legal requirements
* Maintain a strong presence at reception during peak periods
* Support Duty Manager shifts as required, including handling incidents and emergencies
What We’re Looking For
* Proven experience in a Front Office or Reception Manager role within a busy hotel
* Strong leadership skills with the ability to manage performance and drive accountability
* Excellent communication and complaint handling skills
* Strong attention to detail, particularly around financial controls and systems
* Confident using Opera PMS or similar hotel systems
* Commercial awareness and a proactive, problem‑solving mindset
What Success Looks Like
* Consistently high guest satisfaction scores and reduced complaints
* A well trained, reliable, and accountable front office team
* Smooth daily operations with minimal errors in billing or guest handling
* Strong collaboration with other departments
* Clear, professional communication both internally and with guests
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