Front Office Manager

Direct message the job poster from Kerten Hospitality

ABOUT THE ROLE

Reporting to: General Manager

Dotted line to: Director of Rooms / Cluster Operations

Collaborating with: Housekeeping, Sales & Marketing, Engineering, Security, F&B, Reservations

Front office manager is a champion and a key contributor to the company's vision: to be the leading mixed-use sustainable and community-centric lifestyle operator that manages and operates a diverse range of asset. At Kerten Hospitality, our strategy is built around the principal that "a higher level of value can be created collectively, with all stakeholders, than if created individually."

At Kerten Hospitality, we believe that shared value creation delivers more impact than working in isolation. The Front Office Manager must embrace collaboration across departments to create memorable experiences for guests and long-term value for all stakeholders.

JOB DESCRIPTION

• · Oversee the front desk operations to ensure a smooth and welcoming arrival and departure experience.
• · Monitor guest feedback and quality assurance to enhance service levels and operational standards.
• · Ensure VIP arrivals and group bookings are handled with precision, care, and personalized service.
• · Collaborate with housekeeping and engineering to maintain the highest standards of room readiness and presentation.

PEOPLE:

·Lead, coach, and motivate the front office team, ensuring training and development initiatives are implemented.

·Maintain a professional and inclusive team environment, fostering open communication and service excellence.

·Conduct regular performance evaluations and contribute to career growth for team members.

·Schedule and manage staffing levels in line with occupancy forecasts and service demands.

COMMUNITY

·Maintain strong relationships with internal departments and external partners to facilitate seamless operations.

·Promote local culture and community events, integrating them into the guest experience wherever possible.

·Respond to guest concerns and complaints professionally, turning challenges into opportunities for loyalty building.

·Represent the hotel as a key contact for VIPs, long-stay guests, and frequent travelers.

GROWTH

·Drive revenue through effective upselling of rooms, packages, and additional hotel services.

·Analyze performance metrics (e.g., occupancy, ADR, guest satisfaction) and take action to optimize results.

·Manage budgets, cost controls, and payroll efficiency within the Front Office department.

·Work with marketing and reservations teams to enhance digital presence and guest conversion.

EXPERIENCE & SKILLS

·Proven experience as a Front Office Manager, Assistant Front Office Manager, or similar role in a 4- or 5-star hotel.

·Proficiency in hotel management software (Opera, Fidelio, HMS, or equivalent).

·Deep understanding of online travel platforms (Booking.com, Expedia, TripAdvisor, etc.).

·Strong leadership, communication, and problem-solving skills.

·Exceptional guest service and conflict resolution abilities.

·Organized, hands-on, and able to perform under pressure.

·Bachelor's degree in Hotel Management, Hospitality Administration, or related field is preferred.

JOINING OUR TEAM MEANS

Competitive Compensation: A rewarding package tailored to your experience.

Career Growth: Opportunities for advancement within our dynamic organisation.

Inclusive Environment: A vibrant and inclusive workplace that encourages collaboration.

Please apply by emailing talent@kertenhospitality.com.

• Seniority levelDirector

• Employment typeContract

• Job functionManagement
• IndustriesHospitality and Hotels and Motels

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