Front Office Manager

Position Overview

The Front Office Manager plays a key leadership role in delivering exceptional guest service

experiences at Grand Bloom. As a department head, this role oversees all front office operations,

including reception, guest services, concierge, and lobby coordination. During the pre-opening

phase, the Front Office Manager is responsible for planning, staffing, systems setup, and training to

ensure a flawless launch. Post-opening, the focus shifts to team management, guest satisfaction,

financial control, and operational excellence.

This role requires excellent communication, team leadership, a strong service mindset, and a

hands-on approach to both planning and execution.

Core Responsibilities & Duties

1. Pre-Opening Responsibilities

Participate in the design review and layout validation of the front desk, concierge,

business center, and storage areas.

Finalize all SOPs, service scripts, checklists, and job descriptions for front office

operations.

Support the implementation and configuration of the Property Management System

(PMS), telephone system, and guest experience tools.

Coordinate uniform design, locker allocation, office setup, and system testing.

Recruit, onboard, and train all front office team members including cross-training

with other departments.

Design and execute dry runs, trial check-ins, soft opening rehearsals, and VIP

simulations.

2. Guest Service & Experience

Lead the delivery of exceptional service during check-in, check-out, and throughout

the guest journey.

Maintain a strong presence in the lobby, greeting guests, resolving concerns, and

enhancing the personalized experience.

Handle guest complaints professionally and ensure prompt service recovery.

Manage VIP arrivals, long-stay guests, and special occasions in coordination with

Guest Relations.

3. Team Management & Training

Supervise and coach front office team members to ensure high performance,

grooming standards, and guest service consistency.

Schedule shifts, monitor performance, and provide regular feedback and

development plans.

Conduct departmental briefings, training sessions, and annual performance

evaluations.

Build a culture of collaboration, accountability, and service pride.

4. Operational Oversight

Monitor daily arrivals, departures, room availability, and overbooking control in

coordination with Reservations and Housekeeping.

Oversee front office cash handling, float control, deposit reconciliations, and night

audit processes.

Ensure proper handling of guest data, privacy policies, and compliance with local

regulations.

Supervise the business center, concierge, luggage room, and transport

arrangements.

5. Financial & System Controls

Prepare and manage the front office departments budget, payroll forecasts, and

operating costs.

Monitor upselling performance, rate adherence, and room revenue opportunities.

Analyze guest feedback reports (e.g., TrustYou, Revinate) and take corrective

actions to improve satisfaction scores.

Reporting

Reports to the Room Division Manager / General Manager

Coordinates closely with Revenue, Housekeeping, Engineering, and Security

Submits daily and monthly reports on front office KPIs, guest feedback, and

operational status

Coordination

With Housekeeping: Room status, early arrivals, late checkouts, DND rooms,

special setups

With Reservations & Revenue: Rate codes, occupancy forecasts, group allocations,

upselling performance

With Security: Emergency procedures, VIP protocols, lost & found, ID verification

With Concierge & Bell Desk: Guest movement, airport transfers, luggage handling

With IT & Finance: PMS functionality, billing disputes, folio accuracy, payment

methods