Front Office & Housekeeping Manager

Job description

Reports to General Manager

Job Summary

The Front Office & Housekeeping Manager is responsible for overseeing the daily operations of the Front Office and Housekeeping departments to ensure exceptional guest service, efficient room management, and high standards of cleanliness and presentation. The role focuses on delivering an outstanding guest experience while maximizing operational efficiency, staff performance, and revenue opportunities.

Key Responsibilities

Front Office

• Manage all front office operations, including reservations, reception, guest check-in and check-out, cashiering, and concierge services.
• Ensure a warm, professional, and efficient guest experience at all times.
• Handle guest inquiries, requests, complaints, and feedback promptly and effectively.
• Monitor room occupancy, room allocation, and daily arrivals and departures.
• Coordinate closely with Housekeeping to ensure rooms are ready for occupancy.
• Prepare operational reports, occupancy forecasts, and revenue summaries.
• Ensure compliance with hotel policies, procedures, and service standards.

Housekeeping

• Oversee all housekeeping operations to maintain high standards of cleanliness, hygiene, and presentation in guest rooms and public areas.
• Plan and supervise daily housekeeping schedules and room assignments.
• Conduct regular inspections of guest rooms, public areas, and back-of-house facilities.
• Manage linen, laundry, cleaning supplies, and housekeeping inventory.
• Ensure compliance with health, safety, sanitation, and environmental standards.
• Coordinate preventive maintenance by reporting repair and maintenance requirements.

Leadership & Administration

• Recruit, train, supervise, and evaluate Front Office and Housekeeping staff.
• Develop work schedules and manage staffing levels to meet operational needs.
• Prepare departmental budgets and monitor operating expenses.
• Promote teamwork and effective communication between departments.
• Monitor departmental performance and implement continuous improvement initiatives.
• Ensure compliance with labour laws, company policies, and hospitality best practices.

Qualifications

• Bachelor’s Degree or Diploma in Hospitality Management, Hotel Management, Tourism, or a related field.
• Professional hospitality certifications are an added advantage.

Experience

• Minimum of 3–5 years’ experience in hotel operations, with at least 2 years in a supervisory or management role covering Front Office and/or Housekeeping.
• Experience using hotel Property Management Systems (PMS) is preferred.

Skills and Competencies

• Strong leadership and people management skills.
• Excellent customer service and communication abilities.
• Effective problem-solving and conflict-resolution skills.
• Strong organizational and time-management skills.
• Knowledge of housekeeping procedures, front office operations, and hospitality standards.
• Budgeting, inventory management, and cost-control skills.
• Proficiency in hotel PMS software and Microsoft Office applications.
• Ability to work under pressure, manage multiple priorities, and make sound operational decisions.

Key Performance Indicators (KPIs)

• Guest satisfaction and service quality ratings.
• Room readiness and occupancy efficiency.
• Housekeeping inspection and cleanliness scores.
• Average room turnaround time.
• Staff productivity, attendance, and retention.
• Budget adherence and cost control.
• Compliance with health, safety, and quality standards.

Working Conditions

• Full-time position requiring flexibility to work shifts, weekends, and public holidays.
• Regular movement throughout guest rooms, public areas, and front office spaces.
• Ability to respond quickly to operational issues and guest needs.