Job at a glance
Position Overview: The Front Office Manager plays a key leadership role in delivering exceptional guest service experiences at Grand Bloom. As a department head, this role oversees all front office operations, including reception, guest services, concierge, and lobby coordination. During the pre-opening phase, the Front Office Manager is responsible for planning, staffing, systems setup, and training to ensure a flawless launch.
Post-opening, the focus shifts to team management, guest satisfaction, financial control, and operational excellence. This role requires excellent communication, team leadership, a strong service mindset, and a hands-on approach to both planning and execution. Core Responsibilities & Duties: 1. Pre-Opening Responsibilities: Participate in the design review and layout validation of the front desk, concierge, business center, and storage areas.
Finalize all SOPs, service scripts, checklists, and job descriptions for front office operations. Support the implementation and configuration of the Property Management System (PMS), telephone system, and guest experience tools. Coordinate uniform design, locker allocation, office setup, and system testing. Recruit, onboard, and train all front office team members including cross-training with other departments.
Design and execute dry runs, trial check-ins, soft opening rehearsals, and VIP simulations. 2. Guest Service & Experience: Lead the delivery of exceptional service during check-in, check-out, and throughout the guest journey. Maintain a strong presence in the lobby, greeting guests, resolving concerns, and enhancing the personalized experience. Handle guest complaints professionally and ensure prompt service recovery.
Manage VIP arrivals, long-stay guests, and special occasions in coordination with Guest Relations. 3. Team Management & Training: Supervise and coach front office team members to ensure high performance, grooming standards, and guest service consistency. Schedule shifts, monitor performance, and provide regular feedback and development plans. Conduct departmental briefings, training sessions, and annual performance evaluations.
Build a culture of collaboration, accountability, and service pride. 4. Operational Oversight: Monitor daily arrivals, departures, room availability, and overbooking control in coordination with Reservations and Housekeeping. Oversee front office cash handling, float control, deposit reconciliations, and night audit processes. Ensure proper handling of guest data, privacy policies, and compliance with local regulations.
Supervise the business center, concierge, luggage room, and transport arrangements. 5. Financial & System Controls: Prepare and manage the front office departments budget, payroll forecasts, and operating costs. Monitor upselling performance, rate adherence, and room revenue opportunities. Analyze guest feedback reports (e.g., TrustYou, Revinate) and take corrective actions to improve satisfaction scores.
Reporting: Reports to the Room Division Manager / General Manager Coordinates closely with Revenue, Housekeeping, Engineering, and Security Submits daily and monthly reports on front office KPIs, guest feedback, and operational status Coordination: With Housekeeping: Room status, early arrivals, late checkouts, DND rooms, special setups With Reservations & Revenue: Rate codes, occupancy forecasts, group allocations, upselling performance With Security: Emergency procedures, VIP protocols, lost & found, ID verification With Concierge & Bell Desk: Guest movement, airport transfers, luggage handling With IT & Finance: PMS functionality, billing disputes, folio accuracy, payment methods The Front Office Manager is the face of Grand Blooms service promise leading the team that creates the first and last impressions, shapes guest loyalty, and ensures that every stay is executed with warmth, efficiency, and elegance.