Job Overview
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
performance bonuses
Professional Development
Employee Discounts
Job Description
The hiring establishment is a prestigious hotel recognized for delivering exceptional hospitality and guest experiences in a dynamic and competitive market. Known for its commitment to high standards of service and operational excellence, this hotel is a distinguished property in the hospitality industry, catering to both leisure and business travelers. The hotel operates within the full spectrum of services including Front Office, Rooms Division, Food & Beverage, Engineering, and Sales & Marketing departments, providing a rich environment for professional growth and innovation in hotel management.
This role of Front Office Manager / Assistant General Manager (FOM / AGM) is a pivotal leadership position that combines front-line guest service management with overarching operational responsibilities. It is designed for a skilled and motivated leader who has a comprehensive understanding of hotel operations—particularly Front Office and Rooms Division—and who can also support the General Manager in strategic and day-to-day management. The role is essential for maintaining smooth, efficient hotel operations, ensuring guest satisfaction, and driving commercial success.
As Front Office Manager, the candidate will oversee all daily front desk activities including reception, reservations, check-ins and check-outs, guest services, concierge functions, and VIP handling. Managing occupancy and room availability to maximize revenue while maintaining high service standards is crucial. This role demands strong operational skills including cash handling, billing accuracy, reporting, and usage of PMS and hotel management software. Close coordination with Housekeeping is required to guarantee room readiness and optimal room status management. Handling guest complaints promptly and adhering to brand and hotel standards are key to upholding the hotel's reputation.
In the Assistant General Manager capacity, the individual will act as a vital support to the General Manager by coordinating across all hotel departments and acting as Manager on Duty when required. This includes involvement in budgeting, forecasting, cost control, revenue management, policy development, staffing, performance management, and ensuring compliance with health, safety, legal, and security regulations. The role demands excellent leadership to motivate and develop staff, ensure team accountability, and maintain a positive workplace culture.
Focused on guest experience and service excellence, the FOM / AGM will nurture a guest-centric culture, personally engage with high-value guests, monitor feedback and satisfaction metrics, and implement improvement plans. Commercially savvy, the role requires monitoring key performance indicators (KPIs) such as occupancy, ADR, RevPAR, guest satisfaction, and financial controls to support profitability and growth.
This is an opportunity for a confident, hands-on hotel leader with at least 5 to 8 years of hospitality experience, preferably in 4 or 5-star hotels. Candidates should demonstrate strong leadership, operational knowledge, commercial acumen, exceptional guest service skills, and the ability to thrive in a fast-paced environment. Proficiency with hotel PMS software, strong communication skills, and flexibility to work varied hours are also vital. The role is ideal for someone ready to take the next step into comprehensive hotel leadership with broad operational influence and significant impact on guest experiences and hotel performance.
This role of Front Office Manager / Assistant General Manager (FOM / AGM) is a pivotal leadership position that combines front-line guest service management with overarching operational responsibilities. It is designed for a skilled and motivated leader who has a comprehensive understanding of hotel operations—particularly Front Office and Rooms Division—and who can also support the General Manager in strategic and day-to-day management. The role is essential for maintaining smooth, efficient hotel operations, ensuring guest satisfaction, and driving commercial success.
As Front Office Manager, the candidate will oversee all daily front desk activities including reception, reservations, check-ins and check-outs, guest services, concierge functions, and VIP handling. Managing occupancy and room availability to maximize revenue while maintaining high service standards is crucial. This role demands strong operational skills including cash handling, billing accuracy, reporting, and usage of PMS and hotel management software. Close coordination with Housekeeping is required to guarantee room readiness and optimal room status management. Handling guest complaints promptly and adhering to brand and hotel standards are key to upholding the hotel's reputation.
In the Assistant General Manager capacity, the individual will act as a vital support to the General Manager by coordinating across all hotel departments and acting as Manager on Duty when required. This includes involvement in budgeting, forecasting, cost control, revenue management, policy development, staffing, performance management, and ensuring compliance with health, safety, legal, and security regulations. The role demands excellent leadership to motivate and develop staff, ensure team accountability, and maintain a positive workplace culture.
Focused on guest experience and service excellence, the FOM / AGM will nurture a guest-centric culture, personally engage with high-value guests, monitor feedback and satisfaction metrics, and implement improvement plans. Commercially savvy, the role requires monitoring key performance indicators (KPIs) such as occupancy, ADR, RevPAR, guest satisfaction, and financial controls to support profitability and growth.
This is an opportunity for a confident, hands-on hotel leader with at least 5 to 8 years of hospitality experience, preferably in 4 or 5-star hotels. Candidates should demonstrate strong leadership, operational knowledge, commercial acumen, exceptional guest service skills, and the ability to thrive in a fast-paced environment. Proficiency with hotel PMS software, strong communication skills, and flexibility to work varied hours are also vital. The role is ideal for someone ready to take the next step into comprehensive hotel leadership with broad operational influence and significant impact on guest experiences and hotel performance.
Job Requirements
- Bachelor's degree in hotel management, hospitality management, business administration, or related field
- Minimum 5-8 years of relevant experience in hotel operations
- Experience as Front Office Manager, Rooms Division Manager, Duty Manager, Operations Manager, or Assistant General Manager
- Previous experience in a 4-star or 5-star hotel preferred
- Strong leadership and people-management skills
- Excellent communication skills
- Proficiency in hotel PMS software such as Opera or equivalent
- Strong guest-service and relationship-management skills
- Ability to resolve conflicts and manage complaints effectively
- Strong organizational, multitasking, and problem-solving abilities
- Good understanding of hotel financials, revenue management, and cost control
- Ability to analyze operational and financial reports
- Ability to work under pressure in a fast-paced environment
- Knowledge of hotel SOPs, service, health and safety, and security procedures
- Proficiency in Microsoft Office and hotel management software
- Professional appearance and positive attitude
- Flexibility to work varied shifts, weekends, public holidays, and extended hours
Job Qualifications
- Bachelor's degree in Hotel Management, Hospitality Management, Business Administration, or a related field
- Experience managing multiple hotel departments
- Proven experience as Front Office Manager, Rooms Division Manager, Duty Manager, Operations Manager, or Assistant General Manager
- Previous experience in 4-star or 5-star hotels preferred
- Demonstrated expertise in Front Office operations and guest relations
- Proficiency with hotel PMS systems such as Opera or equivalent
- Strong leadership and people-management skills
- Excellent verbal and written communication skills
- Exceptional guest-service and relationship-management abilities
- Strong problem-solving, decision-making, and organizational skills
- Good knowledge of hotel financials, revenue management, and cost control
- Ability to analyze operational and financial reports
- Strong conflict resolution and complaint handling abilities
- Proficiency in Microsoft Office and hotel management software
- Professional appearance and positive attitude
- Flexibility to work shifts, weekends, public holidays, and extended hours when required
Job Duties
- Oversee all daily Front Office operations including reception, reservations, check-in, check-out, guest services, and concierge functions
- Ensure efficient room allocation, arrivals, departures, VIP handling, and group movements
- Maintain high standards of guest service throughout the guest journey
- Monitor occupancy, room availability, room status, and operational requirements
- Ensure accurate handling of cash, billing, deposits, discounts, refunds, and financial transactions
- Review daily reports, occupancy reports, revenue reports, and other operational documentation
- Ensure proper use and maintenance of the hotel's PMS and front-office systems
- Coordinate closely with Housekeeping to ensure timely room readiness and effective room-status management
- Handle escalated guest complaints and ensure appropriate and timely resolution
- Ensure compliance with hotel policies, SOPs, brand standards, and service standards
- Support the General Manager in overall hotel management and daily operations
- Act as Manager on Duty when required
- Coordinate with all departments including Food & Beverage, Engineering, Sales & Marketing, Finance, and Security
- Monitor departmental performance and operational targets
- Identify operational challenges and implement solutions
- Assist in developing and implementing policies, SOPs, and service standards
- Participate in management meetings and provide operational updates
- Assist with budgeting, forecasting, cost control, and revenue management
- Support revenue-generating initiatives to maximize occupancy and profitability
- Ensure effective communication and teamwork across departments
- Assist with staff scheduling, manpower planning, and performance management
- Support recruitment and onboarding
- Ensure compliance with health, safety, and legal requirements
- Monitor hotel facilities and coordinate maintenance
- Maintain strong relationships with guests, corporate clients, vendors, and stakeholders
- Establish and maintain guest-centric culture
- Engage personally with VIPs, repeat guests, and special attention guests
- Monitor guest feedback and satisfaction scores
- Develop action plans to improve service quality
- Lead, motivate, coach, and develop Front Office and operational teams
- Conduct briefings and operational meetings
- Promote accountability and positive workplace culture
- Identify training needs and coordinate programs
- Ensure adequate staffing and workforce utilization
- Address employee performance and operational issues
- Monitor KPIs including occupancy, ADR, RevPAR, guest satisfaction, online reputation, payroll, and costs
- Analyze operational reports and recommend improvements
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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