Job Description

REQ14744 Manager, Front Office (Open Date: 05/06/2026)

In accordance with the policies, procedures and standards of Melco Resorts Leisure (PHP) Corporation, the Manager, Front Office is responsible for the overall operation of the Reception, Front Services, Concierge, Cloakroom and Bell Desk operations. This position is accountable for planning, coordinating and managing staff and services to ensure the operation runs efficiently and effectively and customer service standards are maintained at all times. This role will encompass the formulation and implementation of operating procedures and standards, the management and development of team members, and liaison with Management.

PRIMARY RESPONSIBILITIES:

1. Ensures proper budgeting and maximize hotel revenue by ensuring hotel yield management strategies are adhered to and in accordance with hotel business plan objectives
2. Ensures Front Office staff are competent in and effectively use up-selling techniques to maximize revenue
3. Resolves efficiently any issues raised by any guest to ensure their needs are met and their expectations are exceeded. Ensure on-going relations and rapport are not compromised with the guest and exceptional customer service is provided at all times
4. Liaises with other key departments across the Hotel and delegate tasks as required to ensure the entire front line meet operational requirements. Identify areas to improve communication and the smooth flow of information between departments
5. Manages, coaches and develops all employees within the department to ensure competence, performance and succession objectives are met. This includes conducting performance reviews on all staff and counselling sessions, as required
6. Manages departmental and individual absenteeism and turnover levels to meet targets
7. Monitors the training and development needs of staff and develop and organize appropriate training to ensure competency standards are maintained
8. Motivates and leads the Front Office, Concierge, Cloakroom and Bell Desk departments to achieve the goals set by Hotel Management.
9. Ensures communication among Front Desk, Concierge, Cloakroom and Bell Desk staff and other departments of the Hotel is timely, accurate and professional at all times.
10. Ensures the database is appropriately managed and updated, ensuring guest history records (i.e., requests, requirements, preferences, etc.) and general guest information have been identified and accurately recorded in the system
11. Ensures periodic data and guest profiles update and clean up. Maintain data integrity.
12. Improves and develops departmental procedures in order to increase efficiency and productivity and improve service to guests
13. Plans, rosters and manages labor requirements for the department
14. Monitors and controls expenditure including payroll within the department to achieve budget goals
15. Monitors and conducts periodic operating equipment supplies and equipment inventory
16. Conducts periodic spot check on staff activities including, but not limited to, cash bank, petty cash and paid outs
17. Reduces revenue losses by ensuring credit policies are adhered to by the department and by implementing and observing accurate cashier standards
18. Maintains current product knowledge of events and facilities to ensure guests receive accurate, timely information and advice
19. Adheres to and exhibit pro-active leadership in accordance with internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behavior, and a workplace culture of equity and diversity is fostered
20. Leads and supervises behaviors that promote health and safety responsibility, accountability and awareness
21. Consults and involves employees to promote an environment where workplace hazards are minimized, and the health and safety of employees is valued
22. Oversees proper operation of various sections of the department especially those servicing VIP guests
23. Works and coordinates well with Transportation to ensure proper arrival and departure arrangements
24. Resolves guest complaints effectively and maintain/upgrade property safety and security
25. Maintains high level of overall guests’ satisfaction in all areas and achieve high quality guest service standards in accordance to established Hotel’s Service Standards
26. Maintains consistent and effective communication to all departmental managers and staff
27. Ensures close communication and relationship with VIP guests to ensure guest’s stay experience is positive
28. Controls of P&L and budget of the departments
29. Provides proper training and guidelines and conduct periodic check on the service quality rendered by Team members including front desk and front services
30. Produces and provide pertinent front operations reports, statistics and analysis
31. Maintains close ties and relationships with all supporting departments and services
32. Adheres to all Company policies and procedures
33. Reports accidents, injuries, unsafe work conditions and/or security issues to the Management
34. Recommends and/or executes management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
35. Performs other reasonable job duties as assigned by management from time to time

QUALIFICATIONS:

I. Experience
5 – 7 years working experience in the Front Office Manager role or equivalent in a 5-star hotel.

II. Education
Degree holder in hospitality field or equivalent professional training

III. Skills / Competencies
1. Understanding of Hotel Property Management System (preferably Opera)
2. Proficient in software packages including Word, Excel, Outlook
3. Leadership skills and staff motivation, strong in finance and budgeting
4. Extrovert, proactive, responsible, alert and agile, pleasant personality, efficient and tactful
5. Good command in both written and spoken English

IV. Other Attributes
1. Consistently well-groomed
2. Able to work on flexible shifts including overnight, weekends and holidays on rotation basis
3. Able to work on overtime when needed
4. Energetic and positive