Front Office Manager

We are seeking a Front Office Manager to lead the front office operations and set the standard for exceptional guest experiences across our properties. The role is responsible for ensuring service consistency, supporting operational efficiency, and fostering a warm, professional, and personalised approach at every guest touchpoint.

The ideal candidate demonstrates a strong guest-first mindset, ensuring high service standards through attention to detail and consistent operational excellence.

• Ensures a consistently exceptional, personalised and anticipatory guest experience across all properties.
• Sets, monitors, and upholds luxury service standards, including service recovery and guest satisfaction outcomes.
• Oversees the handling of guest feedback, complaints, and service recovery, ensuring timely and professional resolution.
• Maintains high visibility in guest-facing areas and leads by example in guest interactions.
• Oversees all front office operations across our properties, including arrivals, departures, reservations, billing, and night audit processes.
• Ensures standard operating procedures are implemented, followed, and consistently applied across all locations.
• Monitors daily operations to ensure efficiency, accuracy, and service continuity.
• Ensures lobby and reception areas are consistently welcoming, professional, and well presented.
• Leads, coaches, and develops the Front Office team members.
• Supports recruitment, onboarding, training, and performance management of front office team members.
• Fosters a positive, professional, and service-driven culture aligned with company values.
• Drives upselling and cross‑selling initiatives, including room upgrades and hotel services, to maximise revenue.
• Monitors front office‑related revenue performance and supports achievement of commercial targets.
• Ensures commission schemes related to upselling and service sales are communicated and effectively implemented.
• Monitors, reviews, and responds to online guest feedback and reviews, ensuring appropriate follow‑up actions are taken to drive continuous service improvement and protect brand reputation.
• Acts as a key liaison between front office teams and other departments to ensure seamless guest experiences.
• Coordinates front office operations across properties to ensure consistency in standards, communication, and reporting.
• Verifies and reconciles stock takes related to front office operations, ensuring accuracy and compliance with internal controls.
• Reviews and verifies transport‑related invoices.
• Collaborates with senior management on operational improvements and guest experience initiatives.
• Prepares operational reports, forecasts, and performance updates as required.
• Undertakes Duty Manager duties as per roster issued.
• Carries out other job‑related duties as assigned in support of hotel operations.

• Proven experience in a Front Office Manager or senior front office leadership role ideally within a luxury or upscale hospitality environment.
• Excellent communication skills, with fluency in spoken and written English. Additional language skills are considered an asset.
• Strong computer literacy, including proficiency in the Microsoft Office suite. Working knowledge of Opera property management system is considered an asset.
• Demonstrated experience leading, coaching, and developing teams, with the ability to set clear standards and drive performance.
• Exceptional interpersonal skills with the ability to engage confidently with guests and senior stakeholders.
• Strong problem‑solving skills, with the ability to manage complex or challenging situations calmly and effectively.
• Commercial awareness, with a proven ability to support revenue generation through upselling, service promotion, and guest‑focused sales initiatives.
• Excellent organisational and time management skills, with the ability to multitask and prioritise in a fast‑paced environment.
• A genuine passion for delivering personalised, memorable guest experiences while maintaining high operational standards.
• Required to work shifts, including weekends and public holidays.

At Iniala, we are committed to…