Job Summary

The Head of Front Office is responsible for overseeing all front office operations and ensuring exceptional guest experiences from arrival to departure. The role leads the front office team, manages guest relations, and coordinates with other departments to maintain the highest standards of luxury hospitality and service excellence.

Key Responsibilities

1. Front Office Operations

• Oversee the daily operations of reception, guest relations, concierge, and bell services.

• Ensure smooth check-in and check-out processes while maintaining service efficiency.

• Manage room allocation, reservations, and VIP guest arrangements.

• Ensure front office procedures comply with company standards and policies.

2. Guest Experience & Service Excellence

• Act as the primary point of contact for VIP and high-profile guests.

• Handle guest concerns, complaints, and special requests professionally.

• Ensure personalized service and memorable guest experiences.

• Maintain the highest standards of luxury hospitality service.

3. Team Leadership & Training

• Lead, mentor, and develop the front office team including receptionists, concierge, and guest relations staff.

• Conduct training programs to ensure high service standards.

• Manage staff schedules, performance evaluations, and team development.

4. Coordination with Other Departments

• Work closely with Housekeeping, Security, Food & Beverage, and Maintenance to ensure seamless operations.

• Coordinate VIP arrivals, special events, and guest requests.

• Ensure rooms are ready and prepared according to guest preferences.

5. Revenue & Performance Management

• Monitor occupancy levels and front office reports.

• Support revenue management strategies to maximize room revenue.

• Control operational costs and ensure departmental profitability.

6. Compliance & Standards

• Ensure adherence to hospitality standards, company policies, and safety regulations.

• Maintain guest confidentiality and data protection.

• Conduct regular audits of front office procedures.

Requirements

• Bachelor’s degree in Hospitality Management or related field.

• 8–10+ years of experience in hospitality front office operations.

• Minimum 3–5 years in a leadership role (Front Office Manager / Rooms Division).

• Experience in luxury hospitality or high-profile/VIP environments preferred.

• Strong leadership, communication, and problem-solving skills.

Key Skills

• Guest Experience Management

• Leadership & Team Development

• VIP & High-Profile Guest Handling

• Conflict Resolution

• Revenue & Operations Management

• PMS Systems