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Job Specification Position Title: Front Office Manager Department: Front Office Reporting To: General Manager Employment Type: Full-Time Role Overview The Front Office Manager is responsible for overseeing all front office operations to ensure exceptional guest experiences, operational efficiency, and strong interdepartmental coordination. This role combines operational leadership, guest relations, revenue optimisation, financial oversight, and team management. The successful candidate will uphold high hospitality standards while actively driving occupancy, revenue growth, and service excellence. Key Responsibilities 1. Guest Service & Front Office Operations Deliver a professional, welcoming guest experience from arrival to departure. Oversee efficient and accurate check-in and check-out procedures. Manage guest inquiries, requests, and complaints promptly and professionally. Supervise reservations, room allocations, and guest registration processes. Ensure seamless coordination of guest services across departments. Maintain high customer satisfaction standards and confidently manage challenging guest situations. Act as Duty Manager when required. 2. Staff Management & Development Lead; supervise, and support front office team members (reception and guest services). Prepare duty rosters and manage departmental workflow. Conduct regular team meetings and structured training sessions. Coach and develop staff to enhance performance and service standards. Manage performance reviews and disciplinary procedures when necessary. Oversee departmental payroll administration. 3. Communication & Coordination Serve as the primary liaison between guests, operational departments, and senior management. Facilitate clear and effective communication across all departments. Coordinate service delivery to ensure smooth daily operations. 4. Financial & Administrative Management Monitor daily financial transactions and prepare daily revenue reports. Manage and control departmental budgets. Balance and reconcile cash transactions and petty cash. Submit weekly invoices and financial documentation to the finance department. Conduct monthly reconciliation of card transactions. Ensure accurate and timely completion of all reports and administrative tasks. Ensure procurement activities remain within approved budgets. 5. Revenue & Reservations Management Monitor direct rental and hospitality industry trends. Manage forecasting, pricing strategies, promotional offers, and revenue targets. Maintain a thorough understanding of rate structures and online booking platforms. Optimise occupancy through effective reservation management and yield control. Identify opportunities to enhance room revenue and guest spend. 6. Compliance & Operational Control Ensure compliance with company policies, procedures, and operational standards. Audit and monitor cash-handling procedures. Respond effectively to emergencies and operational challenges. Maintain awareness of applicable operational rules and safety regulations. 7. Digital & Pre-Arrival Communication Review and update property information across online platforms. Maintain accurate, professional pre-arrival communication documentation. Ensure digital communication with guests is consistent and aligned with brand standards. Internal & External Liaison Works closely with: Reception Housekeeping Maintenance Security Entertainment / Guest Activities Finance Department Senior Management Skills & Technical Requirements Strong knowledge of Property Management Systems (PMS). Understanding of timeshare processes, exchanges, and related principles (where applicable). Proficiency in Microsoft 365 (Word and Excel required; Publisher advantageous). Familiarity with digital communication platforms (e.g., WhatsApp Business). Strong administrative and reporting capabilities. Sound financial literacy for reporting and reconciliations. Ability to manage departmental budgets effectively. Knowledge of reservations systems, forecasting, and booking platforms. Understanding of hospitality rate structures and revenue strategies. Proven team management capability, including scheduling and disciplinary procedures. Qualifications & Experience Required: Relevant experience in hospitality or front office management. Advantageous: Health & Safety Certification. First Aid Certification. Personal Attributes Professional appearance and high personal presentation standards. Strong leadership presence with excellent interpersonal skills. Calm; solution-oriented approach under pressure. Excellent organisational and time-management skills. Ability to handle emergencies and difficult situations with professionalism. Respectful and collaborative leadership style aligned with organisational values.
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