Serena Hotels Pakistan is hiring Front Office Manager

Islamabad Serena Hotel is seeking an experienced and customer-focused Front Office Manager to lead Front Office and Guest Relations operations. The successful candidate will ensure exceptional guest experiences, maintain operational excellence, supervise departmental teams, and uphold the highest hospitality standards while driving service quality and business performance.

This role requires strong leadership, excellent communication skills, strategic decision-making abilities, and the capacity to perform effectively in a fast-paced hospitality environment.

Key Responsibilities

Front Office Operations

• Lead daily Front Office and Guest Relations operations to ensure outstanding guest service.
• Deliver prompt, courteous, and professional assistance to maximize guest satisfaction.
• Oversee room inventory management and optimize occupancy for revenue growth.
• Prepare and manage departmental operational and capital budgets.
• Monitor departmental performance and implement continuous improvements.
• Ensure compliance with hotel policies, procedures, and service standards.
• Maintain guest privacy, security, and safety throughout the property.
• Supervise room billing, payment processing, and guest records.
• Ensure statutory documentation and operational records are maintained accurately.
• Recommend operational improvements, staffing adjustments, and resource optimization.

Leadership & Team Management

• Plan departmental schedules, duty rosters, and vacation allocations.
• Lead, coach, and mentor Front Office team members.
• Conduct on-the-job and classroom training sessions.
• Support employee development, succession planning, and performance management.
• Participate in recruitment, promotions, and performance evaluations.
• Foster a collaborative, motivated, and high-performing team environment.

Guest Experience & Communication

• Provide managerial support for Reception and Guest Services.
• Assist guests with hotel facilities and services professionally.
• Maintain effective communication through shift briefings, meetings, and departmental updates.
• Ensure productivity targets and staffing requirements are achieved.
• Promote exceptional customer service while resolving guest concerns efficiently.

Compliance & Safety

• Follow all health, safety, and security policies.
• Ensure compliance with ISO 14001, ISO 22000, and OHSAS 18001 standards.
• Support company values, ethical conduct, and continuous service excellence.

Eligibility Criteria

Education

Applicants should possess at least one of the following qualifications:

• BBA (Hons)
• MBA (Management)

Experience

• Overall Experience: 10–12 years
• Relevant Experience: 10–12 years
• Leadership Experience: 2–3 years in supervisory roles such as Duty Manager or Assistant Front Office Manager (AFOM).

Core Competencies

• Hospitality Management
• Strategic Leadership
• Relationship Building
• Team Supervision
• Decision Making
• Developing Others
• Teamwork & Collaboration

Why Join Serena Hotels?

• Work with one of Pakistan's leading luxury hospitality brands.
• Lead a dynamic Front Office team in a prestigious hotel environment.
• Build your career through professional development and leadership opportunities.
• Contribute to delivering world-class guest experiences.

🔎 Source: Official Careers Portal
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