Operational Management

• Reporting to the Hotel General Manager
• Lead, organise and supervise all Front Office operations (Reception, Guest Relations, Concierge, Bell Desk, Switchboard where applicable)
• Ensure full compliance with hotel standards, policies, procedures, and brand guidelines at all times
• Provide exceptional, personalised guest service, consistently exceeding expectations
• Oversee daily arrivals, departures, VIP guests, special requests, and group movements
• Participate in the Duty Manager roster, effectively managing guest concerns, operational issues, emergencies, and service recovery
• Collaborate closely with Housekeeping to ensure efficient room readiness and enhanced guest satisfaction
• Maintain accurate guest profiles and CRM records
• Ensure credit policies are followed, with proper handling of limits and securing of payments in line with SOPs

Revenue & Commercial Focus

• Work closely with Reservations and Sales to maximise occupancy, ADR and RevPAR
• Prepare forecasts, reports and departmental statistics
• Monitor business levels and communicate fluctuations to all relevant departments
• Identify upselling opportunities and implement strategies to increase revenue
• Contribute ideas to improve profitability while maintaining luxury service standards

Team Leadership & Development

• Recruit, train, supervise and evaluate Front Office team members
• Conduct regular appraisals and coaching sessions to support team development
• EEnsure all employees are fully trained in SOPs, luxury service delivery, and LHW standards
• Foster a culture of professionalism, collaboration, and continuous improvement
• Maintain grooming, uniform and personal hygiene standards in line with brand expectations
• Prepare weekly rosters and ensure efficient staffing levels at all times

Guest Experience & Quality Assurance

• Develop and maintain strong relationships with repeat guests, VIPs, group organisers, and travel partners
• Ensure effective management of guest feedback and online reputation
• Maintain comprehensive knowledge of the hotel, its facilities, and the local area
• Ensure all services meet the luxury standards set by Leading Hotels of the World

Compliance & Safety

• Ensure adherence to all hotel policies, as well as Fire, Health & Safety regulations
• Take an active leadership role in emergency procedures and crisis management
• Ensure operations align with Corporate Social Responsibility standards

Administration

• Prepare departmental reports, forecasts, and budgets as required

• Maintain accurate departmental documentation and records

• Carry out any additional duties assigned by Senior Management