The Front Office Manager (FOM) is responsible for overseeing all front office functions, including guest services, reservations, concierge, and front desk operations. This role ensures smooth day-to-day operations, maximizes guest satisfaction, and leads a high-performing team.
Key Responsibilities
Manage and supervise front desk, concierge, and guest services teams
Ensure exceptional guest experience from check-in to check-out
Handle guest complaints and resolve issues professionally and efficiently
Monitor room inventory, occupancy, and rate strategies in coordination with revenue management
Maintain compliance with hotel policies, procedures, and brand standards
Train, mentor, and evaluate front office staff performance
Coordinate with housekeeping, maintenance, and other departments
Prepare reports on occupancy, revenue, and guest feedback
Ensure accurate billing, cash handling, and audit procedures
Qualifications
Bachelor’s degree in Hospitality Management or related field preferred
3–5+ years of experience in hotel front office operations, with at least 1–2 years in a supervisory role
Strong leadership, communication, and problem-solving skills
Proficiency in Property Management Systems (e.g., Opera, Cloudbeds)
Customer-focused mindset with attention to detail
Ability to work flexible schedules, including weekends and holidays
Preferred Skills
Experience with U.S. hotel standards and compliance
Strong understanding of revenue management principles