Front Office Manager at a Reputable Company

Position Overview

The Front Office Manager is responsible for leading the daily operations of the Front Desk, Concierge, Guest Relations, Bell and Valet services. This role ensures that every guest receives
an exceptional, seamless experience from arrival to departure. The Front Office Manager will champion the property's refined service standards, ensuring the team embodies the modern elegance of the hotel while guiding guests toward unique onsite offerings, including the wellness programs, expansive hiking trail networks and brand events.

Key Responsibilities

Guest Experience and Operational Excellence

• Direct and oversee all Front Office operations to ensure the highest standards of hospitality are consistently maintained.
• Ensure seamless check-in and check-out processes, resolving any guest complaints, requests, or issues with grace and efficiency.
• Train the Front Office team to actively promote and detail property amenities, including the modern Victorian suites, food & beverage outlets, pool area, gym, event spaces, meditation and earthing grounds, and the various hiking trail routes.
• Collaborate closely with Housekeeping and Engineering to ensure room readiness, maintaining the integrity of the natural palettes and interior aesthetics.
• Act as the primary ambassador for the property, cultivating relationships with VIPs, corporate clients, and long-stay guests.

Team Leadership and Development

• Execute the department's recruitment framework, onboarding, and continuous training programs.
• Develop, refine, and enforce Standard Operating Procedures (SOPs) for the Front Office to guarantee consistent service delivery.
• Manage staff schedules, payroll, and daily task allocations, ensuring optimal coverage at all times.
• Conduct regular performance evaluations, providing mentorship and constructive feedback to cultivate a high-performing team.

Financial and Administrative Oversight

• Maximize room revenue and occupancy rates through strategic inventory management and upselling programs.
• Oversee daily financial reconciliation, ensuring all billing, cash handling, and auditing SOPs are strictly followed.
• Monitor the departmental budget, controlling expenses related to supplies, staffing, and guest recovery.
• Generate and analyze daily, weekly, and monthly reports on occupancy, revenue, and guest satisfaction metrics for executive review.

Qualifications & Requirements

• Experience: Minimum of 5 years of progressive experience in Front Office operations within a 4-star or luxury hotel or resort environment, with at least 2 years in a managerial role.
• Education: Bachelor’s degree in Hospitality Management, Business Administration, or a related field.

Technical Skills:

• Proficiency in modern Property Management Systems (PMS).
• Strong financial acumen and experience with revenue management principles.

Leadership Skills:

• Exceptional verbal and written communication skills.
• Proven ability to lead, motivate, and develop a diverse team in a high-pressure environment.

Local Knowledge: Familiarity with the Jos Plateau region, local topography, and the regional tourism landscape is highly advantageous for curating personalized guest experiences