Front Office Manager

Job Description

We are seeking an experienced and dynamic Front Office Manager to lead our front office operations at our hotel in Cha-am, Thailand. In this pivotal role, you will oversee all aspects of the guest experience from arrival to departure, managing a dedicated team while maintaining exceptional service standards. You will be responsible for creating a welcoming environment that ensures every guest enjoys a memorable stay, while also driving operational efficiency and profitability.

• Oversee all front office operations including reception, night audit, guest relations, and concierge services
• Lead, motivate, and schedule the front office team, fostering a collaborative and supportive work environment
• Ensure seamless check-in and check-out processes, even during peak occupancy periods
• Deliver exceptional guest service and manage complaints with empathy and professionalism
• Collaborate closely with other departments (housekeeping, reservations, sales, and maintenance) to optimize guest satisfaction
• Implement and monitor brand standards, service protocols, and quality guidelines
• Oversee cash handling, reconciliations, and daily financial closures with accuracy and transparency
• Analyze guest feedback and identify opportunities for continuous improvement
• Train, develop, and mentor front office staff to enhance their skills and career growth
• Participate in budget planning and cost control initiatives for the front office department
• Maintain detailed records and generate performance reports to track key metrics and operational efficiency

Qualifications

• Completed formal training or degree in hospitality management, hotel administration, or tourism
• Minimum 3-5 years of front office experience, with at least 2 years in a supervisory or management capacity
• Proven experience managing high-volume hotel operations or similar guest-intensive environments
• Strong leadership and interpersonal communication skills with the ability to inspire and develop team members
• Exceptional guest service orientation with a demonstrated commitment to exceeding expectations
• Proficiency with hotel management software systems (such as Opera or similar platforms)
• Solid understanding of cash handling, financial reconciliation, and revenue management
• Excellent organizational skills with the ability to multitask and prioritize in a fast-paced environment
• Flexibility to work shifts, weekends, and holidays as required
• Advanced conflict resolution and problem-solving abilities
• Fluent English proficiency; additional languages (Thai, Mandarin, or other Asian languages) are highly preferred
• Strong analytical skills with the ability to interpret performance metrics and implement data-driven improvements
• Demonstrated ability to work collaboratively across departments and build positive working relationships
• Resilience and adaptability in a dynamic, multicultural hospitality environment