Front Office Manager / Assistant General Manager (FOM / AGM)

We are seeking an experienced, highly motivated, and guest-focused Front Office Manager / Assistant General Manager (FOM / AGM) to oversee front office operations while supporting the General Manager in the overall management of hotel operations.

The ideal candidate will have strong leadership, operational, guest-service, and commercial skills, with the ability to manage teams, maintain exceptional service standards, resolve guest concerns, monitor hotel performance, and ensure smooth day-to-day operations across departments.

This is a hands-on leadership position requiring a strong understanding of Front Office, Rooms Division, Guest Relations, Revenue, Housekeeping coordination, hotel standards, and overall hotel operations.

Key Responsibilities

Front Office & Rooms Division

• Oversee all daily Front Office operations, including reception, reservations, check-in, check-out, guest services, and concierge functions.
• Ensure efficient room allocation, arrivals, departures, VIP handling, and group movements.
• Maintain high standards of guest service throughout the guest journey.
• Monitor occupancy, room availability, room status, and operational requirements.
• Ensure accurate handling of cash, billing, deposits, discounts, refunds, and financial transactions.
• Review daily reports, occupancy reports, revenue reports, and other operational documentation.
• Ensure proper use and maintenance of the hotel's PMS and front-office systems.
• Coordinate closely with Housekeeping to ensure timely room readiness and effective room-status management.
• Handle escalated guest complaints and ensure appropriate and timely resolution.
• Ensure compliance with hotel policies, SOPs, brand standards, and service standards.

Assistant General Manager Responsibilities

• Support the General Manager in the overall management and daily operations of the hotel.
• Act as the Manager on Duty when required and ensure smooth hotel operations in the absence of the General Manager.
• Coordinate with all departments, including Front Office, Housekeeping, Food & Beverage, Engineering/Maintenance, Sales & Marketing, Finance, and Security.
• Monitor departmental performance and ensure operational targets are achieved.
• Identify operational challenges and implement practical solutions to improve efficiency and guest satisfaction.
• Assist in developing and implementing hotel policies, SOPs, service standards, and operational procedures.
• Participate in management meetings and provide regular updates regarding operational performance.
• Assist the General Manager with budgeting, forecasting, cost control, and revenue-management initiatives.
• Monitor hotel expenses and identify opportunities for operational cost optimization.
• Support revenue-generating initiatives and maximize occupancy, ADR, RevPAR, and overall hotel profitability.
• Ensure effective communication between departments and promote teamwork across the property.
• Assist with staff scheduling, manpower planning, performance management, training, and employee development.
• Support recruitment and onboarding of operational employees when required.
• Ensure compliance with health, safety, security, and legal requirements.
• Monitor hotel facilities and coordinate with Engineering/Maintenance to ensure timely resolution of issues.
• Maintain strong relationships with guests, corporate clients, vendors, and other stakeholders.

Guest Experience & Service Excellence

• Establish and maintain a strong guest-centric culture throughout the hotel.
• Personally engage with VIPs, repeat guests, corporate clients, and guests requiring special attention.
• Monitor guest feedback, online reviews, complaints, and satisfaction scores.
• Develop action plans to address recurring guest concerns and improve service quality.
• Ensure consistent professional standards in communication, appearance, hospitality, and service delivery.

Leadership & Team Management

• Lead, motivate, coach, and develop Front Office and operational teams.
• Establish clear performance expectations and monitor employee performance.
• Conduct regular briefings and operational meetings.
• Promote accountability, professionalism, teamwork, and a positive workplace culture.
• Identify training needs and coordinate appropriate training programs.
• Ensure adequate staffing levels and effective workforce utilization.
• Address employee performance and operational issues in accordance with company policies.

Commercial & Performance Management

• Monitor key hotel performance indicators, including:
  • Occupancy
  • ADR (Average Daily Rate)
  • RevPAR
  • Room revenue
  • Guest satisfaction
  • Online reputation
  • Payroll and operational costs
• Assist in implementing strategies to increase room revenue, occupancy, guest retention, and profitability.
• Work closely with Sales & Marketing and Revenue teams to maximize business opportunities.
• Analyze operational reports and recommend improvements to management.

Key Performance Indicators (KPIs)

• Front Office operational efficiency
• Guest satisfaction and service quality
• Guest complaint resolution
• Occupancy and room revenue performance
• ADR and RevPAR improvement
• Check-in/check-out efficiency
• Room readiness and coordination with Housekeeping
• Staff productivity and attendance
• Employee performance and retention
• Cost control and departmental budget adherence
• Online guest ratings and reputation
• Compliance with hotel SOPs and brand standards
• Overall hotel operational performance

Requirements

Education

• Bachelor's degree in Hotel Management, Hospitality Management, Business Administration, or a related field.
• A diploma or professional qualification in Hospitality Management may be considered for candidates with substantial relevant experience.

Experience

• Minimum 5–8 years of relevant experience in hotel operations, preferably with experience in a Front Office Manager, Rooms Division Manager, Duty Manager, Operations Manager, or Assistant General Manager capacity.
• Previous experience in a 4-star or 5-star hotel is highly preferred.
• Candidates with proven experience managing multiple hotel departments will be strongly preferred.
• Demonstrated experience in Front Office operations, guest relations, team management, and hotel administration.
• Experience working with hotel PMS systems such as Opera or equivalent is highly desirable.

Required Skills & Competencies

• Strong leadership and people-management skills.
• Excellent verbal and written communication skills.
• Exceptional guest-service and relationship-management abilities.
• Strong problem-solving and decision-making skills.
• Excellent organizational and multitasking abilities.
• Strong knowledge of hotel Front Office and Rooms Division operations.
• Good understanding of hotel financials, revenue management, and cost control.
• Ability to analyze operational and financial reports.
• Strong conflict-resolution and complaint-handling skills.
• Ability to work effectively under pressure in a fast-paced hotel environment.
• Strong knowledge of hotel SOPs, service standards, health and safety, and security procedures.
• Proficiency in Microsoft Office and hotel management/PMS software.
• Professional appearance, positive attitude, and strong attention to detail.
• Flexibility to work shifts, weekends, public holidays, and extended hours when operationally required.

Preferred Candidate Profile

The ideal candidate is a hands-on hotel leader who can manage Front Office operations while also taking responsibility for broader hotel operations. The candidate should be commercially aware, guest-focused, operationally strong, and capable of making sound decisions independently.

Strong preference will be given to candidates who have previously worked as an FOM, Rooms Division Manager, Operations Manager, Duty Manager, or AGM and are ready to take on a broader hotel leadership role.