Job Title: Front Office Manager
- Full-time
- Benin City, Nigeria
Job Overview
The Front Office Manager is responsible for overseeing the day-to-day operations of the front
desk and guest services team. This role ensures exceptional customer service, smooth check-
in/check-out processes, and proper coordination with housekeeping, maintenance, and
reservations. The ideal candidate will have strong leadership skills, attention to detail, and a
passion for delivering excellence.
Key Responsibilities
- Supervise and manage front office operations, including reception, reservations, guest check-in/out, and concierge services.
- Train, schedule, and lead front office staff to ensure excellent service delivery.
- Handle guest inquiries, requests, feedback, and complaints professionally and promptly.
- Monitor room availability, overbooking, and guest movements in coordination with housekeeping.
- Ensure accurate billing, payment processing, and financial reporting at the front desk.
- Implement and uphold standard operating procedures (SOPs) for front office services.
- Prepare daily reports on room occupancy, guest feedback, and revenue performance.
- Coordinate VIP arrivals, group bookings, and special guest arrangements.
- Ensure front office areas are clean, well-organised, and welcoming at all times.
- Liaise with security, maintenance, and food & beverage teams to ensure seamless operations.
Requirements & Qualifications
- Minimum of a Bachelor’s Degree or HND in Hospitality Management, Business Administration, or related field.
- Minimum of 3–5 years’ experience in a hotel or serviced apartment front desk role, with at least 1–2 years in a supervisory/managerial capacity.
- Strong customer service orientation and leadership skills.
- Knowledge of hotel management systems (e.g., OPERA, Cloudbeds, eZee FrontDesk) is a strong advantage.
- Excellent verbal and written communication skills.
- Problem-solving abilities and conflict-resolution skills.
- Neat, well-groomed, and professional demeanor.
- Willingness to work flexible shifts, weekends, and holidays as needed.