Front Office Manager (Pre-Opening & Post-Opening)

Job Description

Title: Front Office Manager (Pre-Opening & Post-Opening)

Company Name: Quality Hospitality Limited (Q-HOTEL Dhaka)

Vacancy: --

Age: 30 to 50 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 5 to 10 years
• The applicants should have experience in the following business area(s): Hotel

• Diploma or Bachelor’s degree in Tourism and Hospitality Management or a related field.

• 5 to 10 years
• The applicants should have experience in the following business area(s): Hotel

• Age 30 to 50 years

• Strong command of MS Office applications (Excel, PowerPoint, Word).

• Working knowledge of hotel systems/PMS (e.g., Opera, Fidelio).

• Strong organizational skills and acute attention to detail.

• Excellent public relations, interpersonal, and guest relations skills.

• Excellent communication and complaint-resolution skills.

• Ability to work under pressure and meet deadlines and targets.

• Result-oriented, hands-on approach, with the ability to lead, coach, and mentor a team.

• Flexible availability on call as per business demands and as requested by management.

• Well-groomed, professional, and guest-focused team player.

The incumbent is responsible for directing all front-of-house operations, ensuring exemplary guest service, managing front office staff, enforcing hotel policies, and coordinating seamlessly across departments to achieve high service quality and operational efficiency.

Job Responsibilities

• Manage shift rosters and staffing for the Front Desk, Concierge, Club Lounge, and Telephone departments.
• Conduct role plays and initial training on Property Management Systems (PMS), SOPs, and hotel policies for all front office associates.
• Observe team service behaviors, providing ongoing feedback and training to continuously improve performance.
• Ensure the Front Desk, Concierge, and lobby areas are kept neat, clean, and welcoming at all times.
• Review daily front office duty reports, Night Audit outputs, registration folios, and cash drops.
• Ensure duty manager shift reports are submitted daily, and downtime/contingency reports are maintained each shift.
• Act as an ambassador for the hotel, handling guest concerns and complaints swiftly, professionally, and personally.
• Ensure the team engages proactively with guests at check-in, check-out, and throughout the lobby and hotel premises.
• Be highly visible and interact regularly with guests to gather feedback on product, service, and satisfaction.
• Review guest comment cards and survey results, sharing findings with the team and ensuring corrective action.
• Ensure special requests are handled prior to guest arrival, and arrival rooms are inspected jointly with the Executive Housekeeper.
• Categorize arriving guests by VIP tiers and ensure arrival amenities are placed accordingly.
• Ensure post-check-in courtesy calls are made and recorded, and guests celebrating special occasions receive recognition per the VIP tier policy.
• Ensure guests depart with a positive impression and are encouraged to leave a review; follow up with post-departure correspondence.
• Check outstanding guest balances daily and produce a credit limit/high-balance report for General Manager approval.
• Maintain guest profiles diligently, including nationality, birth date, and special preferences.
• Ensure the front desk team utilizes PMS features such as traces, alerts, and no-post functions effectively.
• Enforce cash, city ledger, and credit card policies, verifying banking and deposits at shift end.
• Maintain the RFID key movement log, inventory, and access card security.
• Maintain close coordination with Housekeeping and Engineering/Maintenance on room readiness and defects.
• Participate in the recruitment and onboarding of departmental employees, including induction into hotel standards.
• Conduct regular departmental briefings, meetings, and training sessions.
• Ensure all employees maintain impeccable grooming and uniform standards throughout their shifts.
• Attend the daily GM briefing/debriefing and share relevant departmental updates.
• Support performance appraisals, coaching, and initiatives that improve employee engagement and retention.
• Undertake any other duties reasonably assigned by management.

• Gratuity,Insurance
• Salary Review: Yearly
• Festival Bonus: 2

As Per Hotel Policy.