The Front Office Manager oversees all aspects of the front office areas, including but not limited to guest registration, bell services, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.
General Duties
1. Manages and organizes the Front Office team whose mission is to ensure smooth and efficient handling of all the activities related to guests and their interaction with the department various section, this is accomplished within the scope of a budget and in conformity with well defined management norms.
2. Responsible for planning, directing, controlling, coordinating and participating in the activities of all personnel engaged in front office department activities.
3. Fully knowledgeable of the front office computer system, is responsible to ensuring it’s proper usage and maximization to reach efficient and consistent quality service.
Management Responsibilities
1. Ensure that all decisions taken by the Executive Committee are fully implemented in the overall Front Office Department, participate and make suggestions for the decision taking of the Executive Committee.
2. Responsible for ensuring the implementation of the hotel vision in the Front Office Department and implementation of the regular business action plans.
3. Ensure that the staff in the Front Office Department adheres to all policies, procedures and rules set by the management.
Duties Responsibilities
1. Plans, directs controls and co-ordinates the activities of all Front Office personnel engaged in providing services to guests.
2. Responsible for the elaboration and implementation of Front Office standards.
3. Establish Front Office operating standards for the hotel and ensures that all standards are strictly adhered to.
4. Directly responsible for the guest satisfaction within the Front Office Department.
5. Directly responsible for the general friendliness and efficiency of the Front Office Department.
6. Ensure proper reporting of all guests comments complains.
7. Ensure proper administration of the front office department and accurate filing/tracing system.
8. Plans and schedule all assignments and blocking of rooms for all arriving guests, including groups and VIPs.
9. Plans and schedule the preparation of all the necessary materials for check in (registration card, welcome folder, etc)
10. Meets and escorts arriving VIPs and bid farewell upon departure.
11. Co-ordinates with the concerned department for all designated groups’ welcome ceremony.
12. Ensures that all required reports are prepared on time and are accurate.
13. Co-ordinates with the Housekeeping department and manages the system well so as to be able to meet all guests requests (check in I check out) and last minute requirements and handle the rooms assignments according to status.
14. Co-ordinates with the Finance department for all matters related to internal control on check-in and check out and check in billing.
15. Co-ordinates with the Maintenance and housekeeping departments to report on any equipment's and others related that might need cleaning, repair and/or maintenance.
16. Co-operates with the Purchasing department in locating sources for needed items, substitutes locally available for imported ones and ensure best quality and value for money.
17. Controls costs by minimizing spoilage, maintaining adequate inventory of all guest supplies newspapers, printed collateral's and others (front office operating stocks control, avoiding shortage of goods).
18. Responsible for the preparation of the yearly budget for the Front Office Department with final approval General Manager.
19. Initiates purchase requisitions for front office related items needed and new items as needed.
20. Checks and approves time schedules for all staff concerned and makes sure all areas are covered properly.
Reservation Section
1. Ensures that all bookings are being taken accurately and efficiently and that up selling techniques are applied so as to maximize occupancy and revenue.
2. Monitors bookings situation and controls forecasts regularly.
3. Ensures that all reports/forecasts are accurate and all bookings properly recorded (market segmentation I productivity report).
4. Ensures that all correspondence is standardized.
5. Maximized revenue by control of reservation efficiency and Yield Management.
6. Control all Individual exposure of the hotel as well as loading with GDS and Design Hotels System.
Guest Service agent Section
1. Controls frequently that follows up on guests requests are being done and actions taken.
2. Ensure that all information's available are updated and easily accessible.
Leisure Concierge Section
1. Ensure that all activities travel plans recorded follow up daily basis.
2. Coordinate for arrange sightseeing and other tours.
3. Monitoring the transportation for guest
Lifeguard Section
1. Monitoring actively life guards and scan the pool area beach at all times; refrains from socializing while guarding..
2. Ensure guest are aware of all services and activities available at the pool.
3. Coordinate for the daily activities like yoga, biking, mountain hiking.
Bell Attendant Section
1. Ensure assistance and order for all cars and car parking related matters.
2. Ensures fast and efficient luggage handling service (delivery, pick up and storage).
Telephone Operator Section
1. Ensures that all telephone lines/system and overall PABX system in hotel works and is well maintained.
2. Ensures proper telephone etiquette at all times.
3. Ensure proper recording and billing of all calls and related.
Guest Transportation
1. Co-ordinates the hotel’s driver for all airport transfers and shuttle services as well as any particular guest request.
Financial Responsibilities
1. Directly responsible of all needed materials, amenities, guests supplies, equipment's, printed collateral's and related, etc. purchases, selection of suppliers in co-operation with purchasing manager
2. Responsible for keeping up to date concerning new products, saving measures and strategies, pricing, competitors offerings etc.
3. Responsible for proposing cost saving measures when appropriate.
4. Directly responsible of maintaining his department costs and other expenses related as per guidelines defined.
5. Develop and implement with the Finance Department the necessary internal control on billing procedures and ensures it is being adhered to.
6. Directly responsible for the justification of any income corrections and adjustments made.
7. Ensure proper control on all room charges.
8. Ensure efficient check out with balance reconciliation and necessary supportive elements to ensure prompt invoice sending.
9. Ensures efficient verification of guarantee and application for credit.
Social Responsibilities
1. Proposes to promotions and salary review within Front Office team.
2. Ensure that all employees in his department have a proper job description and work objectives.
3. Ensure to respect all personnel procedures in terms of discipline, assessment, objectives and training.
4. Responsible of the grooming, motivation and general attitude of his employees.
5. Conducts meetings, briefings, training, etc. within the front office department, keeping them informed of new policies and procedures and other information's pertinent to hotel operation.
6. Sees to it that the hotel's house rules and regulations are adhered to at all times and if, necessary, sees to it that commendations and disciplinary action notices are issued following established hotel policies.
7. Responsible for the quality and quantity of all training programs, and proper planning and reporting of training, following the hotel policies on this subject.
8. Responsible of the professional skills of all his/ employees.
9. Ensure at all times a proper working relationship between the Housekeeping department and the Front Office.
10. Ensure to respect al all time the hotels image both internally and externally.
11. Ensure at all times full respect of the confidentiality directly related to his functions.
12. Performs duties common to all department heads and other duties, which may be assigned.
13. Attends daily briefings and weekly meetings as required.
14. Maintains a high commercial and professional attitude at all times and train his staff to do I and likewise.
15. Ensure to maintain a good relationship with all other department heads and with all employees of the Hotel and partners of the Hotel.
16. Co-operates with all department heads for the front office related requests of the different ", departments of the hotel.
The Front Office Manager oversees all aspects of the front office areas, including but not limited to guest registration, bell services, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.
General Duties
1. Manages and organizes the Front Office team whose mission is to ensure smooth and efficient handling of all the activities related to guests and their interaction with the department various section, this is accomplished within the scope of a budget and in conformity with well defined management norms.
2. Responsible for planning, directing, controlling, coordinating and participating in the activities of all personnel engaged in front office department activities.
3. Fully knowledgeable of the front office computer system, is responsible to ensuring it’s proper usage and maximization to reach efficient and consistent quality service.
Management Responsibilities
1. Ensure that all decisions taken by the Executive Committee are fully implemented in the overall Front Office Department, participate and make suggestions for the decision taking of the Executive Committee.
2. Responsible for ensuring the implementation of the hotel vision in the Front Office Department and implementation of the regular business action plans.
3. Ensure that the staff in the Front Office Department adheres to all policies, procedures and rules set by the management.
Duties Responsibilities
1. Plans, directs controls and co-ordinates the activities of all Front Office personnel engaged in providing services to guests.
2. Responsible for the elaboration and implementation of Front Office standards.
3. Establish Front Office operating standards for the hotel and ensures that all standards are strictly adhered to.
4. Directly responsible for the guest satisfaction within the Front Office Department.
5. Directly responsible for the general friendliness and efficiency of the Front Office Department.
6. Ensure proper reporting of all guests comments complains.
7. Ensure proper administration of the front office department and accurate filing/tracing system.
8. Plans and schedule all assignments and blocking of rooms for all arriving guests, including groups and VIPs.
9. Plans and schedule the preparation of all the necessary materials for check in (registration card, welcome folder, etc)
10. Meets and escorts arriving VIPs and bid farewell upon departure.
11. Co-ordinates with the concerned department for all designated groups’ welcome ceremony.
12. Ensures that all required reports are prepared on time and are accurate.
13. Co-ordinates with the Housekeeping department and manages the system well so as to be able to meet all guests requests (check in I check out) and last minute requirements and handle the rooms assignments according to status.
14. Co-ordinates with the Finance department for all matters related to internal control on check-in and check out and check in billing.
15. Co-ordinates with the Maintenance and housekeeping departments to report on any equipment's and others related that might need cleaning, repair and/or maintenance.
16. Co-operates with the Purchasing department in locating sources for needed items, substitutes locally available for imported ones and ensure best quality and value for money.
17. Controls costs by minimizing spoilage, maintaining adequate inventory of all guest supplies newspapers, printed collateral's and others (front office operating stocks control, avoiding shortage of goods).
18. Responsible for the preparation of the yearly budget for the Front Office Department with final approval General Manager.
19. Initiates purchase requisitions for front office related items needed and new items as needed.
20. Checks and approves time schedules for all staff concerned and makes sure all areas are covered properly.
Reservation Section
1. Ensures that all bookings are being taken accurately and efficiently and that up selling techniques are applied so as to maximize occupancy and revenue.
2. Monitors bookings situation and controls forecasts regularly.
3. Ensures that all reports/forecasts are accurate and all bookings properly recorded (market segmentation I productivity report).
4. Ensures that all correspondence is standardized.
5. Maximized revenue by control of reservation efficiency and Yield Management.
6. Control all Individual exposure of the hotel as well as loading with GDS and Design Hotels System.
Guest Service agent Section
1. Controls frequently that follows up on guests requests are being done and actions taken.
2. Ensure that all information's available are updated and easily accessible.
Leisure Concierge Section
1. Ensure that all activities travel plans recorded follow up daily basis.
2. Coordinate for arrange sightseeing and other tours.
3. Monitoring the transportation for guest
Lifeguard Section
1. Monitoring actively life guards and scan the pool area beach at all times; refrains from socializing while guarding..
2. Ensure guest are aware of all services and activities available at the pool.
3. Coordinate for the daily activities like yoga, biking, mountain hiking.
Bell Attendant Section
1. Ensure assistance and order for all cars and car parking related matters.
2. Ensures fast and efficient luggage handling service (delivery, pick up and storage).
Telephone Operator Section
1. Ensures that all telephone lines/system and overall PABX system in hotel works and is well maintained.
2. Ensures proper telephone etiquette at all times.
3. Ensure proper recording and billing of all calls and related.
Guest Transportation
1. Co-ordinates the hotel’s driver for all airport transfers and shuttle services as well as any particular guest request.
Financial Responsibilities
1. Directly responsible of all needed materials, amenities, guests supplies, equipment's, printed collateral's and related, etc. purchases, selection of suppliers in co-operation with purchasing manager
2. Responsible for keeping up to date concerning new products, saving measures and strategies, pricing, competitors offerings etc.
3. Responsible for proposing cost saving measures when appropriate.
4. Directly responsible of maintaining his department costs and other expenses related as per guidelines defined.
5. Develop and implement with the Finance Department the necessary internal control on billing procedures and ensures it is being adhered to.
6. Directly responsible for the justification of any income corrections and adjustments made.
7. Ensure proper control on all room charges.
8. Ensure efficient check out with balance reconciliation and necessary supportive elements to ensure prompt invoice sending.
9. Ensures efficient verification of guarantee and application for credit.
Social Responsibilities
1. Proposes to promotions and salary review within Front Office team.
2. Ensure that all employees in his department have a proper job description and work objectives.
3. Ensure to respect all personnel procedures in terms of discipline, assessment, objectives and training.
4. Responsible of the grooming, motivation and general attitude of his employees.
5. Conducts meetings, briefings, training, etc. within the front office department, keeping them informed of new policies and procedures and other information's pertinent to hotel operation.
6. Sees to it that the hotel's house rules and regulations are adhered to at all times and if, necessary, sees to it that commendations and disciplinary action notices are issued following established hotel policies.
7. Responsible for the quality and quantity of all training programs, and proper planning and reporting of training, following the hotel policies on this subject.
8. Responsible of the professional skills of all his/ employees.
9. Ensure at all times a proper working relationship between the Housekeeping department and the Front Office.
10. Ensure to respect al all time the hotels image both internally and externally.
11. Ensure at all times full respect of the confidentiality directly related to his functions.
12. Performs duties common to all department heads and other duties, which may be assigned.
13. Attends daily briefings and weekly meetings as required.
14. Maintains a high commercial and professional attitude at all times and train his staff to do I and likewise.
15. Ensure to maintain a good relationship with all other department heads and with all employees of the Hotel and partners of the Hotel.
16. Co-operates with all department heads for the front office related requests of the different ", departments of the hotel.
Bachelor’s degree or diploma in Hospitality Management, Tourism, or a related field.
A minimum of 3 - 7 years of work experience as a Front Office Manager in a hotel or resort environment.Strong problem‑solving mindset with a guest‑centric approach to decision‑making.Commitment to delivering memorable guest experiences and consistently exceeding expectations.Strong proficiency in Front Office systems, PMS platforms, and business intelligence tools.Proven leadership abilities with a focus on coaching, mentoring, and developing high‑performing teams.Excellent interpersonal communication with the ability to build rapport with guests, colleagues, and stakeholders.Skilled in conflict resolution, team motivation, and maintaining a positive work culture.Strong organizational and administrative skills, including scheduling, reporting, and departmental planning.
Flexible availability, including weekends and holidays, based on operational needs.This position is open to both Omani and other nationalities, encouraging a diverse and inclusive applicant pool.
Bachelor’s degree or diploma in Hospitality Management, Tourism, or a related field.
A minimum of 3 - 7 years of work experience as a Front Office Manager in a hotel or resort environment.Strong problem‑solving mindset with a guest‑centric approach to decision‑making.Commitment to delivering memorable guest experiences and consistently exceeding expectations.Strong proficiency in Front Office systems, PMS platforms, and business intelligence tools.Proven leadership abilities with a focus on coaching, mentoring, and developing high‑performing teams.Excellent interpersonal communication with the ability to build rapport with guests, colleagues, and stakeholders.Skilled in conflict resolution, team motivation, and maintaining a positive work culture.Strong organizational and administrative skills, including scheduling, reporting, and departmental planning.
Flexible availability, including weekends and holidays, based on operational needs.This position is open to both Omani and other nationalities, encouraging a diverse and inclusive applicant pool.