Front Office Manager / Supervisor
Location: Aba, Abia
Employment Type: Full-time
Job Summary
- Our client a luxury Hotel in Aba, Abia State, is seeking a professional and guest-focused Front Office Manager/Supervisor to oversee the hotel's front desk and guest services operations.
- The successful candidate will be responsible for ensuring smooth check-in and check-out processes, excellent guest relations, accurate reservations and billing, effective supervision of front office staff, and a high standard of hospitality from arrival through departure.
Responsibilities
- Supervise the day-to-day operations of the Front Office and Reception.
- Ensure efficient and professional check-in and check-out procedures.
- Welcome guests warmly and create a positive first impression of the hotel.
- Coordinate reservations, room allocations, arrivals, departures, extensions, and room changes.
- Ensure guest information and reservation records are accurately maintained in the hotel's PMS.
- Monitor room availability and coordinate closely with Housekeeping to ensure rooms are ready for arrival.
- Supervise receptionists, front desk officers, and other front office personnel.
- Prepare duty rosters and coordinate staff schedules to ensure adequate shift coverage.
- Conduct daily front office briefings and communicate operational updates to team members.
- Handle guest enquiries, requests, complaints, and special arrangements promptly and professionally.
- Monitor VIP arrivals and ensure appropriate preparations and personalised services are provided.
- Coordinate airport transfers, transportation requests, wake-up calls, luggage assistance, and other guest services where applicable.
- Ensure accurate posting of room charges, payments, deposits, discounts, and other guest transactions.
- Monitor daily front office reports, room status, occupancy, and revenue information.
- Coordinate with the Finance team regarding guest accounts, payments, billing discrepancies, and outstanding balances.
- Work closely with Housekeeping, Maintenance, Security, F&B, and other departments to resolve guest and operational issues.
- Ensure proper handover of information between shifts.
- Maintain high standards of front desk presentation, cleanliness, grooming, and professional conduct.
- Ensure compliance with hotel policies, procedures, security requirements, and guest confidentiality standards.
- Train, coach, and mentor front office staff to improve service delivery and productivity.
- Monitor staff attendance, punctuality, performance, and adherence to hotel standards.
- Assist management in resolving difficult guest situations and escalated complaints.
- Maintain accurate records of guest feedback, incidents, complaints, and service recovery actions.
- Support upselling of rooms, hotel facilities, food and beverage services, and other revenue-generating services.
- Ensure that the reception area and guest-facing facilities consistently reflect the hotel's luxury standards.
- Prepare and submit relevant front office operational reports to management.
Key Performance Areas
- Guest satisfaction and service quality.
- Efficient check-in and check-out.
- Reservation and room-allocation accuracy.
- Front office revenue and upselling.
- Staff performance and productivity.
- Guest complaint resolution.
- Accuracy of guest accounts and records.
- Interdepartmental coordination.
- Front office standards and presentation.
Requirements
- HND or B.Sc. in Hospitality Management, Hotel Management, Business Administration, or a related discipline.
- Minimum of 3–5 years experience in Front Office, Reception, Guest Relations, or hotel operations.
- Previous supervisory experience in a reputable hotel will be an advantage.
- Good knowledge of hotel front office procedures, reservations, check-in/check-out, and guest account management.
- Familiarity with hotel Property Management Systems (PMS) and POS systems.
- Strong customer service and guest-relations skills.
- Excellent communication and interpersonal skills.
- Strong leadership and staff-supervision abilities.
- Good problem-solving and conflict-resolution skills.
- Ability to remain calm, courteous, and professional when dealing with demanding guests.
- Good numerical and administrative skills.
- Strong attention to detail and accuracy.
- Proficiency in Microsoft Office applications.
- Professional appearance and excellent personal grooming.
- Ability to work shifts, weekends, public holidays, and during peak hotel periods when required.
Application Closing Date
25th September, 2026.
How to Apply
Interested and qualified candidates should send their CV to: recruitment@domeoresources.org using "Front Office Manager / Supervisor - Aba" as the subject of the email.