Front of House Manager

Job Title: Front of House Manager

Department: Front Office

Reports To: Director of Operations

Location: Carton House, A Fairmont Managed Hotel

Job Type: Full time permanent

Job Summary:

The Front of House Manager is responsible for managing the daily operations of the hotel's front desk and guest services team to ensure a seamless check-in/check-out experience and the highest standards of guest satisfaction. This role is a key representative of the hotel, often being the first and last point of contact for guests.

Key Responsibilities:

• Oversee all front desk operations including guest check-in and check-out, reservations, room assignments, and guest inquiries.
• Lead, train, schedule, and supervise the front office team (including receptionists, concierge, bell staff, and night auditors).
• Ensure the highest level of guest service is delivered consistently, handling VIPs and special requests professionally.
• Manage the front office budget, monitor occupancy, revenue, and front office KPIs.
• Address and resolve guest complaints and issues promptly and effectively.
• Coordinate with Housekeeping and Maintenance to ensure rooms are ready and guest issues are resolved efficiently.
• Ensure all front office procedures are in line with company policies and brand standards.
• Maintain accurate records for billing, guest accounts, and reports for management review.
• Ensure compliance with health, safety, and security regulations.
• Foster a positive and motivated team environment to support staff development and high morale.

Requirements:

Education:

• Diploma or Degree in Hospitality Management, Business Administration, or a related field desirable.

Experience:

• Minimum 2+ years in a hotel front office management role.
• Experience with hotel property management systems (PMS) such as Opera is strongly preferred.

Skills & Competencies:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Exceptional guest service and problem-solving abilities.
• Well-organized and detail-oriented with the ability to multitask.
• Proficient in MS Office and front office software systems.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Working Conditions:

• Based in the hotel lobby/front desk area.
• Fast-paced environment with high guest interaction.
• Shift work, including nights and weekends, may be required.