Front Office Manager (FOM) – Job Responsibilities

1. Guest Services

Ensure smooth and efficient guest check-in and check-out operations.

Handle guest complaints and resolve issues promptly.

Maintain high standards of guest satisfaction and service quality.

Oversee VIP arrivals, special requests, and guest preferences.

2. Team Management

Supervise, train, and schedule front office staff (Reception, Concierge, Bell Desk, Telephone).

Conduct performance evaluations and provide coaching.

Ensure staff follow grooming standards and SOPs.

3. Operations & Administration

Monitor daily front office operations and maintain shift handovers.

Manage room availability, overbooking, and room assignments.

Ensure accurate billing, cashiering, and financial procedures.

Coordinate with Housekeeping, Engineering, and other departments.

3. Revenue & Sales Support

Maximize room sales and upselling opportunities.

Monitor daily occupancy, ADR, and revenue reports.

Collaborate with sales team for group bookings and events.

4. Policies, Standards & Training

Implement hotel SOPs and ensure staff compliance.

Conduct regular training on service, communication, and systems.

Maintain safety, security, and emergency procedures at the front office.

5. Systems & Reports

Ensure smooth operation of PMS (Opera, IDS, etc.).

Prepare daily, weekly, and monthly front office reports.

Maintain records of guest feedback, complaints, and improvements.

6. Communication & Coordination

Act as the communication link between management and front office team.

Attend management meetings and share updates.

Coordinate with Finance, HR, and Operations on daily requirements.