Front Office Manager at Domeo Resources International (DRI)

Direct Reports: Receptionist, Guest Relations Officers, Concierge, Bell/Porter Staff, Front Office Supervisor    

Main Function    

The Front Office Manager ensures exceptional guest experiences through world‑class service delivery, operational excellence, and refined hospitality standards. This role oversees all front‑of‑house functions, including guest reception, concierge services, lobby management, staff coordination, and guest satisfaction. The position plays a pivotal role in maintaining the luxury brand’s reputation for elegance, efficiency, and personalised service.    

Role Responsibilities    

Guest Experience & Service Management

• Ensure every guest is welcomed with warmth, professionalism, and an elevated sense of luxury.
• Oversee check‑in, check‑out, VIP handling, and guest relations to guarantee seamless experiences.
• Monitor guest satisfaction scores and implement service improvement initiatives.

Front Office Operations Management

• Coordinate concierge service,s including transportation, reservations, and guest requests.
• Oversee special arrangements for VIPs, dignitaries, and high‑profile guests.

Team Leadership & Staff Development

• Lead, train, and mentor all front‑office staff to uphold luxury hospitality standards.
• Manage staff scheduling, performance evaluations, and grooming compliance.
• Foster a culture of professionalism, accountability, and exceptional service.

Administrative Responsibilities

• Review daily revenue reports, room occupancy data, and front-office transactions.
• Ensure accurate billing, cash handling, and financial reconciliation.
• Maintain records, operational logs, and guest feedback reports.

Facilities, Ambience & Safety Compliance

• Oversee the presentation and functionality of the lobby and reception areas.
• Coordinate with housekeeping, engineering, and security for timely issue resolution.
• Ensure compliance with hygiene, health, and safety standards.

Qualifications and Requirements    

Education and Certifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Professional hospitality certifications are an added advantage.

Experience

• Minimum of 4–6 years front office experience in a luxury hotel setting.
• At least 2 years in a supervisory or managerial role within hospitality.
• Experience managing VIP services and high‑profile clientele preferred.

Skills    

Guest-Centric Service

• Exceptional communication and interpersonal skills with a polished demeanour.
• Strong aptitude for anticipatory guest support.

Operational Proficiency

• Strong command of hotel management systems (PMS), reservations platforms, and CRM tools.
• Competence in reporting, resource coordination, and process optimization.

Team Leadership

• Proven ability to supervise, motivate, and develop front-office teams.
• Strong organisational skills and ability to manage multiple operational priorities.

Problem-Solving & Adaptability

• Calm, resourceful, and solution‑oriented in fast‑paced environments.
• Excellent judgment, discretion, and conflict‑resolution ability.

Health & Safety Awareness

• Knowledge of hospitality safety standards, protocols, and regulatory obligations.
• Commitment to maintaining premium service quality and compliance.