Front Office Manager

About the role

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

Key responsibilities

• Lead daily Front Office and guest service operations.
• Manage Reception, Guest Services and Bell/Concierge functions.
• Maintain a visible lobby presence and personally engage with guests.
• Handle VIPs, repeat guests, special requests, complaints and service recovery.
• Drive guest satisfaction and implement improvement action plans.
• 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.
• Manage departmental manpower, scheduling, productivity and expenses.
• Recruit, train, coach and develop Front Office team members.
• Ensure compliance with SOPs, Avani brand standards, guest privacy, security and safety procedures.
• Support the Hotel Manager with hotel operations and Manager on Duty responsibilities as assigned.

Required profile

• Proven experience managing front office teams in a hotel environment.
• Strong guest‑service orientation with the ability to handle VIPs and resolve complaints.
• Leadership skills to recruit, train, coach and develop staff.
• Excellent organizational abilities to manage scheduling, productivity and expenses.
• Collaborative mindset for close coordination with housekeeping, reservations, revenue and other departments.

Required skills

• Property Management System (PMS) operation.