Front Office Manager

About the role

The Front Office Manager will lead the front desk team at Dusit Thani Lubi Plantation Resort, driving occupancy, average rate and overall guest satisfaction while ensuring seamless coordination with sales, engineering, housekeeping and other hotel departments.

Key responsibilities

• Maximise occupancy and average rate at all times.
• Coordinate room availability with the Director of Sales and maintain relationships with travel agents and tour operators.
• Work closely with Engineering and Housekeeping to ensure maximum rooms are ready for sale.
• Handle guest inquiries, complaints and special service requests professionally.
• Review arrival lists, pre‑set VIP guests with GM and EAM, and make over‑booking decisions in line with hotel policies.
• Participate in yearly forecasting, budgeting and revenue analysis with senior management.
• Support training programs, develop annual training plans and collaborate with the Training Manager.
• Assist Reservations in managing room availability, open/close dates and guest arrival patterns.
• Monitor credit policies, audit daily credit reports and ensure accurate log‑books.
• Conduct monthly staff meetings, develop employee recognition programmes and ensure compliance with company standards.
• Maintain high‑quality secretarial service at the Business Center and be familiar with emergency procedures.

Required profile

• Proven experience in front office or front desk management within a hotel environment.
• Strong knowledge of hotel policies, revenue management and budgeting processes.
• Ability to coordinate with multiple departments and external partners.
• Excellent problem‑solving skills for guest complaints and over‑booking situations.
• Experience in training staff, conducting meetings and developing recognition programmes.
• Familiarity with credit control and audit procedures.

Required skills