Front Office Manager

About the role

The Front Office Manager leads the overall Front Office operation at Avani+ Lanexang Vientiane, ensuring a smooth, personalised guest journey from arrival through departure. This role oversees Reception, Guest Services, Bell and Concierge functions while upholding Avani brand standards and driving guest satisfaction.

Key responsibilities

• Lead daily Front Office and guest service operations, managing Reception, Guest Services and Bell/Concierge teams.
• Maintain a visible lobby presence and personally engage with guests, handling VIPs, repeat guests, special requests, complaints and service recovery.
• Ensure accurate PMS, cashiering, billing, room status and guest profile management.
• Coordinate closely with Housekeeping, Reservations, Revenue and other operational departments.
• Drive room upgrades, upselling and cross‑selling opportunities to maximise revenue.
• Manage departmental manpower, scheduling, productivity and expenses.
• Recruit, train, coach and develop Front Office team members.
• Ensure compliance with SOPs, brand standards, guest privacy, security and safety procedures.
• Support the Hotel Manager with overall hotel operations and assume Manager on Duty responsibilities as assigned.

Required profile

• Proven experience leading Front Office operations in a hotel environment.
• Strong ability to manage VIP guests, handle special requests and resolve complaints.
• Excellent coordination skills with Housekeeping, Reservations, Revenue and other departments.
• Leadership capability to recruit, train, coach and develop front‑office staff.
• Commitment to uphold brand standards, SOPs, guest privacy and safety procedures.

Required skills

• PMS (Property Management System) proficiency.