Manager, Front Office – REQ14744Open Date: 05/06/2026 Position SummaryIn 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. The role includes formulation and implementation of operating procedures and standards, management and development of team members, and liaison with Management. Primary ResponsibilitiesEnsure proper budgeting and maximize hotel revenue by implementing hotel yield management strategies in accordance with hotel business plan objectives.Ensure Front Office staff are competent in and effectively use up-selling techniques to maximize revenue.Resolve guest issues efficiently to meet their needs and exceed expectations; maintain ongoing relations and rapport with guests and provide exceptional customer service.Liaise with other key departments across the Hotel and delegate tasks as required to meet operational requirements; improve communication and smooth flow of information between departments.Manage, coach and develop all employees within the department to achieve competence, performance and succession objectives; conduct performance reviews and counseling sessions.Manage departmental and individual absenteeism and turnover levels to meet targets.Monitor training and development needs; develop and organize appropriate training to maintain competency standards.Motivate and lead Front Office, Concierge, Cloakroom and Bell Desk departments to achieve goals set by Hotel Management.Ensure timely, accurate and professional communication among staff and other hotel departments.Maintain the database and ensure guest history records, preferences and other information are accurately recorded and updated.Perform periodic data and guest profile updates; maintain data integrity.Improve and develop departmental procedures to increase efficiency, productivity and service quality.Plan, roster and manage labor requirements.Control expenditure including payroll to achieve budget goals.Monitor and conduct periodic equipment supplies and inventory checks.Conduct periodic spot checks on staff activities, including cash bank, petty cash and paid outs.Reduce revenue losses by ensuring credit policies are adhered to and cashier standards are observed.Maintain current product knowledge of events and facilities to provide accurate, timely information.Adhere to and exhibit proactive leadership; create a culture of equity and diversity and ensure workplace behavior is acceptable.Lead and supervise behaviors that promote health and safety responsibility, accountability and awareness.Consult and involve employees to minimize workplace hazards and value employee health and safety.Oversee proper operation of various sections, especially those servicing VIP guests.Coordinate with Transportation to ensure proper arrival and departure arrangements.Resolve guest complaints effectively and upgrade property safety and security.Maintain high levels of overall guest satisfaction and meet high-quality service standards.Communicate effectively with all departmental managers and staff.Maintain close communication and relationship with VIP guests to ensure positive stay experience.Control P&l and budget of the department.Provide proper training and guidelines; conduct periodic checks on service quality rendered by the team.Produce and provide front operations reports, statistics and analysis.Maintain close ties and relationships with all supporting departments and services.Adhere to all company policies and procedures.Report accidents, injuries, unsafe conditions and security issues to Management.Recommend and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign or discipline employees.Perform other reasonable job duties as assigned by management from time to time.QualificationsI. 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 Understanding of Hotel Property Management System (preferably Opera).Proficient in software packages including Word, Excel, Outlook.Leadership skills and staff motivation, strong in finance and budgeting.Extrovert, proactive, responsible, alert and agile, pleasant personality, efficient and tactful.Good command in both written and spoken English.IV. Other Attributes Consistently well-groomed.Able to work on flexible shifts including overnight, weekends and holidays on rotation basis.Able to work on overtime when needed.Energetic and positive.