Job Description About the Role As our Front Office Manager, you’ll be the heart and soul of our guest’s experience. From check-in to check-out, you’ll be the ultimate guest experience champion, ensuring every detail runs like clockwork. You’ll lead an incredible team, coordinate smooth operations, and make sure that every guest leaves with a smile. In this role, one thing is certain, no two days will be the same, but you will mostly be: Leading, Coaching and Supporting the Front Office Team: foster a high-performing team culture to deliver exceptional guest service Overseeing the Guest Journey: ensure a seamless and personalised experience throughout the guest's stay, from arrival to departure, including room assignments, in-stay requests, and check-out Create a warm, welcoming atmosphere that ensures every guest receives prompt, professional and personalised service Plan daily staffing, assign work and ensure the Front Office is appropriately resourced at all times Handling Guest Enquiries, Complaints and Requests: resolve issues promptly with a proactive and positive approach, including responding to online guest reviews Maintaining Operational Standards: ensure all systems and procedures are in place for smooth day-to-day operations Maximise revenue through upselling and effective rate strategy at the front desk Training: onboarding and developing the Front Office team members to uphold service excellence Overseeing Rosters and Resource Allocation: optimise staffing levels to meet business needs efficiently Collaborating with Housekeeping, Maintenance & Other Departments: ensure timely communication and resolution of guest needs Preparing & Managing Reports: compile and analyse daily, weekly and monthly reports to support operational decision-making Stakeholder Management: build and maintain strong relationships with internal and external stakeholders, ensuring alignment and effective communication across teams Perform Assistant Manager shifts/duties as required
