The Front Office Manager is responsible for overseeing all front office operations including guest registration, check-ins, check-outs, and ensuring smooth operations. The Front Office Manager supervises the front office associates, monitors room sales and occupancy, and acts as a central contact for guests to provide information about hotel amenities and services. Additionally, the Front Office Manager schedules staff shifts, handles guest complaints, and coordinates with other hotel departments such as housekeeping.

1. JOB DESCRIPTION FRONT OFFICE DEPARTMENT
JOB TITLE FRONT OFFICE MANAGER
DUTIES 1. As leader of Front of the House Team, the FOM are in charge for and act as " a link manager "
within other departments such as Housekeeping, Finance, F&B, Engineering and he/she reports
to Room Division Manager.
2. FOM is responsible for ensuring the smooth operations of Guest Registration, Check Ins
Check outs, and make sure all FO Associates are working properly according to standard
operating and procedures.
3. FOM is responsible for the overall daily check and review his/her associates grooming, hygiene,
personal attributes and work attitudes towards all guest's services.
4. FOM is in charge in monitoring and ensuring the effective room selling by demonstrating to
Guest service Agents how to do registration and sell a room to every type of guest in quick, complete
and clear process.
5. As a central information agent, FOM is also a person to inform all guests about the overall hotel's
facilities includes room types and rates, F&B outlets and promotions, Laundry, massage and spa,
Guests and Kids activities program, Outside Tour and recreations, in house Sport and entertainment
facilities, Local tourism and cultural objects, shopping malls, beaches and sports, mountains trek and river
pick up and drop shuttle bus and time table, and arrange fully to every guest's inquiries to one or more of
those services.
6. FOM ensure to make schedule according to hotel's occupancy needs and make sure all shifts are covered
with enough associates to prevent delay and lack of guest services.
7. Enhance guests service all the times and handling complaints
8. Review Arrivals and Departures, co-ordinate with Housekeeping department
9. Review previous night occupancy and update day occupancy statistic and ARR.
10.Maintain a good cleanliness standard and tidiness of Front Desk / Reception and BOH area, keep
all well arranged at all times
11. Attend HOD Morning briefing, conduct FO Morning and Afternoon Briefings and Daily Trainings to Associa
12.Maintain guests balanced accounts
13. Offer services such as : faxes, mail, messages, courier etc.
14. Greet with smile and welcome all guests /colleagues with professional and warm gesture.
15. Serve all coming guests with professional, warm and quick service.
16. Co-ordinate with Bell person in guest luggage handling ( max.15 min upon arrival, should be delivered to
room ).
17. Assign one person to prepare and serve cold towel ( oshiburi ) for every guest in lobby upon their arrival.
18. Later on Welcome Drink Voucher should be issued for guest upon signing their registration card.
19. Stand by and replace his/ her associate jobs during their break time.
20. Maintain a good work ethic and be good role leader model in FO Department, speak clear, courtesy and
assist associates with their job duties.
21. Evaluate and conduct associates performance appraisal and explain all Hotel Policy and Procedures.
22. Lease with Engineering to follow up any Room, Equipment Defect List.
23. Review, check and maintain a good level of stationary stock including : FO Forms, Key Cards, Envelopes,

2. Fax paper, Hotel Folder etc
24. Update previous day special request concerning room status like change room, room/equipment repair
room uprade etc, co-ordinate with HK and Engineering.
25. Issue internal and inter departmental memos.
26. Communicate with other related department regarding guest appreciations/compliments and complaints.
and make sure to do problem solving and compile all datas to Guest History record in order to personally
serve for their next stay ( important to note guest like/dislike, room preference, food allergic, privacy
matter etc ).
27. Fill in FO Operational Log Book, all issues from briefing and previous / day issues
28. Hand over Shift to next Shift leader and report to Room Division Manager before clock out.