Description
Plan, direct, and coordinate front office operations—including reception, reservations, PBX, and concierge—to deliver efficient arrivals/departures, accurate billing, and outstanding guest service; manage staffing, training, scheduling, cash controls, and cross-department coordination.
- • Oversee front desk, reservations, PBX, and concierge/bell operations.
- • Greet guests and manage check-in/check-out during peak periods.
- • Answer inquiries on policies and services; resolve escalated complaints.
- • Assign duties, create schedules, and manage time-off for front office staff.
- • Recruit, interview, hire, and onboard front office team members.
- • Train staff on PMS, cash handling, upselling, and service standards.
- • Monitor performance and deliver coaching, recognition, and evaluations.
- • Coordinate room status and turnarounds with Housekeeping and Engineering.
- • Manage inventory, rates, and restrictions in PMS/CRS and OTAs.
- • Oversee night audit, daily reconciliation, and end-of-day procedures.
- • Maintain cash controls, deposits, and credit card compliance.
- • Prepare daily reports, forecasts, and KPI dashboards (ADR, RevPAR, occupancy).
- • Participate in budgeting, labor planning, and expense control for the department.
- • Implement and enforce front office policies, procedures, and brand standards.
- • Handle overbooking decisions, walk guests, and secure relocations when needed.
- • Pre-block rooms and coordinate group arrivals with Sales and Catering.
- • Inspect the lobby, front drive, and VIP rooms for readiness and appearance.
- • Order and manage front office supplies and service vendors.
- • Arrange transportation, tours, dining, and special requests for guests.
- • Manage lost and found, key control, and safety incident reporting.
- • Support marketing through upselling, guest feedback, and review responses.
- • Process advance deposits, guarantees, refunds, and billing inquiries.
- • Track revenue capture, no-shows, cancellations, and rate overrides.
- • Maintain clear communication and handoffs across shifts and departments.
Related specializations
Interview options
Interview options
Interviewee gender
Interviewee accent
Interview time
Related Pathways
Hospitality, Events & Tourism
View
Source
Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
Learn more
Sources & Standards:
This site includes information from O*NET by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. Career Clutch has modified some of this information for student readability. USDOL/ETA has not approved, endorsed, or tested these modifications. O*NET® is a trademark of USDOL/ETA.
Last reviewed: Jan 2026
