General Purpose of the Position
Directly supervises all Front Office personnel and ensures proper completion of all Front Office duties. Directs and coordinates the activities of the front desk, reservations, guest service, and telephone areas. Prepare monthly reports and budget for front office department.
• Plays an active role in the selection, training and performance review of all Front Office personnel.
• Schedules the work of the Front Office staff and supervises their workload during shifts & Maintains master key control.
• Oversees the hotel reservation system to ensure smooth operation including OTA.
• Check the room allocation done by the Asst.FOM or the supervisor.
• Evaluates the job performance of each front office employee.
• Verifies that accurate room status information is maintained and properly communicated.
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Enforces all cash-handling, check-cashing, and credit policies.
• Prepares performance reports related to front office.
• Maximizes room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report.
• Close observation of daily house count. Monitor selling status of rooms daily. Flash report, etc.
• Operates all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Ensures logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Reviews daily front office work and activity reports generated by Night Audit.
• Review Front office log book and Guest feedback forms on a daily basis.
• Make sure every guest leaves the hotel with happy face.
• Balance front desk accounts and conduct financial audits in accordance with specified protocols

• Bachelor Degree holder (E)
• Degree or a higher diploma in Hotel management or any other educational equivalent qualifications. (D)
• Knowledge of Front Office operations (E)
• Adequate knowledge of personalized services principles and processes(E)
• Familiarity with industry’s latest trends(E)
• 2 Years as a Front Office Manager in a three to four-star property or 2 years’ experience as a FOM in a 05 star hotel environment. (E)
• Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques. (E)
• Hands on experience with guest relationship management software. (D)
• Proficiency in English, multilingualism will be considered an asset. (E)
• Guest service orientation and drive. (E)
• Excellent problem resolution skills along with outstanding communication and active listening skills. (E)
• Is open to constructive criticism and comfortable to admit mistakes. (E)


E – Essential D – Desirable