Front Office Manager at BA Gladiators Limited

Job Summary

• The Front Office Manager will be responsible for the overall management and performance of the front office operations, including reception, reservations, guest services, room allocation, check-in and check-out, guest accounts and front office administration.
• The successful candidate will combine strong hospitality leadership with excellent guest-relations skills, operational discipline and commercial awareness. The role requires a hands-on manager who can supervise and develop the front office team, improve operational procedures, maximize room occupancy and revenue, and ensure that guests receive professional and consistent service throughout their stay.

Responsibilities
Front Office Operations:

• Manage the day-to-day operations of the hotel's front desk, reception and guest services functions.
• Oversee guest arrival, check-in, room assignment, check-out and departure procedures.
• Ensure reservations are accurately recorded, confirmed and properly communicated to relevant departments.
• Monitor room availability and ensure effective room allocation based on reservations, room status and guest requirements.
• Ensure front office operating procedures are consistently followed.
• Monitor opening, closing and shift handover procedures.
• Ensure accurate maintenance of guest records, registration information and front office documentation.
• Conduct regular inspections of the reception and front office areas to ensure they remain professional, organized and welcoming.
• Ensure smooth coordination between front office, housekeeping, maintenance, F&B, security and other relevant departments.

Guest Experience & Service Standards:

• Ensure guests receive professional, prompt, courteous and personalized service from arrival through departure.
• Establish and maintain high standards for guest interaction and front office service delivery.
• Handle and resolve guest complaints and service issues professionally and promptly.
• Monitor guest feedback and identify recurring issues requiring corrective action.
• Follow up on guest requests to ensure they are resolved within appropriate timelines.
• Maintain appropriate procedures for handling VIP guests, special requests and important occasions.
• Ensure front office staff demonstrate appropriate hospitality etiquette and professional appearance.
• Promote a guest-focused culture across the front office team.

Reservations & Room Management:

• Oversee the hotel's reservation processes and ensure reservations are accurately captured and managed.
• Monitor room occupancy, room availability and booking patterns.
• Ensure effective room allocation and minimize unnecessary room downtime.
• Monitor cancellations, no-shows, early departures and extensions and ensure they are properly recorded.
• Monitor competitor rates and market conditions where required and provide relevant observations to management.

Guest Accounts, Payments & Financial Controls:

• Ensure accurate preparation and maintenance of guest accounts.
• Monitor front office billing and payment processes to ensure accuracy.
• Ensure all charges are correctly posted to guest accounts.
• Monitor cash handling, POS transactions and other payment procedures in accordance with hotel policies.
• Ensure proper documentation of refunds, discounts, complimentary services and adjustments.
• Investigate discrepancies in guest accounts and escalate significant issues to management or finance.
• Work closely with the Finance Department to maintain appropriate financial controls.
• Ensure front office revenue and transaction records are complete and accurate.

Staff Leadership & Development:

• Supervise, train and coordinate all front office staff.
• Prepare staff schedules and ensure adequate manpower coverage across shifts.
• Establish clear performance expectations for front office employees.
• Monitor attendance, punctuality, productivity and service standards.
• Conduct regular front office briefings and shift meetings.
• Train staff on check-in/check-out procedures, reservations, guest relations, PMS usage and hotel policies.

Front Office Systems & Records:

• Ensure accurate and timely use of the hotel's Property Management System (PMS).
• Maintain accurate records of reservations, room status, guest information and transactions.
• Ensure appropriate handling and confidentiality of guest information.
• Monitor system-generated reports and identify discrepancies requiring correction.
• Ensure all relevant front office documents, forms and records are properly maintained.
• Support the implementation and effective use of technology that improves front office operations.

Reporting & Performance Management:

• Prepare regular reports on occupancy, room revenue, reservations and front office performance.
• Monitor key front office performance indicators and identify areas requiring corrective action.
• Track guest satisfaction, complaints and service-related trends.
• Monitor room availability, cancellations, no-shows and other reservation indicators.
• Provide management with recommendations for improving occupancy, revenue and guest satisfaction.
• Maintain accurate departmental records and documentation.

Requirements

• Bachelor's degree or HND in Hospitality Management, Hotel Management, Business Administration, Tourism Management or a related discipline.
• Minimum of 3–5 years' progressive experience in hotel front office or guest services operations.
• Previous experience in a supervisory or managerial front office position is required.
• Demonstrated experience managing reception, reservations, guest services and room allocation.
• Strong knowledge of hotel front office procedures and guest service standards.
• Experience using hotel Property Management Systems (PMS) is required; knowledge of systems such as Opera, Protel, Cloudbeds or similar platforms is an advantage.
• Experience with online booking platforms/OTAs is an advantage.
• Demonstrated experience supervising, training and developing hospitality teams.
• Strong understanding of hotel occupancy, basic revenue-management principles.
• Good knowledge of cash handling, guest billing and front office financial controls.