Front Office Manager

About the role

The Front Office Manager leads all front‑office functions at Oak Plaza Suites Kumasi, ensuring every guest receives a warm welcome, efficient service and a memorable stay. Reporting to the General Manager, the role combines operational oversight, team leadership and revenue optimisation within a premium hospitality environment.

Key responsibilities

• Oversee guest arrivals, departures, VIP movements and special requests, ensuring professional and personalised service.
• Resolve guest complaints promptly and implement service‑recovery actions.
• Supervise Reception, Guest Relations, Reservations, Concierge and Night Audit teams, maintaining accurate occupancy records and operational reports.
• Develop, enforce and continuously improve Front Office Standard Operating Procedures.
• Manage room inventory, allocation and revenue‑maximisation opportunities.
• Recruit, onboard, train and coach front‑office staff; conduct performance reviews and create succession plans.
• Collaborate with Housekeeping, Sales & Marketing, Security, Finance and Food & Beverage to ensure seamless guest experience.

Required profile

• Proven experience managing front‑office operations in a hotel or similar hospitality setting.
• Demonstrated ability to lead and develop a high‑performing team.
• Strong focus on guest satisfaction and service recovery.
• Knowledge of room inventory control and revenue optimisation.
• Excellent coordination skills with cross‑functional departments.

Required skills