SWOT Hospitality is seeking an experienced and guest-oriented Front Office Manager to lead our Front Office team and ensure the smooth and efficient operation of the department.

The ideal candidate will have a strong background in hotel operations, excellent leadership skills, and a genuine passion for delivering exceptional guest experiences. As a key member of the hotel's management team, the Front Office Manager will be responsible for overseeing all front desk operations, maximizing guest satisfaction, and ensuring the highest standards of service.

Key Responsibilities

• Oversee the daily operations of the Front Office, including Reception, Concierge, Guest Relations, and Night Audit, as applicable.
• Lead, motivate, and develop the Front Office team, ensuring high standards of professionalism and service.
• Ensure a seamless guest journey from pre-arrival to departure, handling guest requests and complaints efficiently.
• Monitor guest satisfaction scores, online reviews, and feedback, implementing improvements where necessary.
• Manage room allocations, arrivals, departures, VIP guests, and special requests.
• Coordinate closely with Housekeeping, Reservations, Sales, and other departments to ensure smooth hotel operations.
• Monitor occupancy, room availability, and Front Office performance, supporting revenue optimization initiatives.
• Ensure accurate billing, cash handling, shift handovers, and compliance with hotel policies and procedures.
• Prepare staff schedules, manage departmental costs, and ensure optimal staffing levels.
• Train and coach team members, supporting their professional development and performance.
• Ensure compliance with health and safety regulations and company standards.

Requirements

• Previous experience in a Front Office Manager or Assistant Front Office Manager position, preferably in a city hotel.
• Strong leadership, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills.
• A guest-focused mindset with a strong commitment to service excellence.
• Good knowledge of hotel PMS systems and Microsoft Office.
• Fluency in English; additional languages will be considered an advantage.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Strong commercial awareness and understanding of hotel operations.

Benefits

• The opportunity to join a professional and dynamic hospitality team.
• A competitive remuneration package based on qualifications and experience.
• Opportunities for professional development and career progression.
• A collaborative working environment within an established hotel operation.