Imagine Marco is seeking a Front Office Manager to join our growing team who will take ownership of the guest journey, lead an exceptional front desk team, and help shape the everyday experience of our guests.

Your Role:

As Front Office Manager, you'll be the heartbeat of our lobby and the first impression of the Imagine Marco experience. You’ll lead the front office operation with energy, precision, and personality - ensuring every arrival, departure, and guest interaction reflects our brand values of style, efficiency, and genuine care.

What You’ll Be Doing:

Oversee all front office operations, including reception, guest services and night audit.

Lead, coach, and inspire a vibrant team that thrives on connection and service.

Manage VIP, corporate, and group arrivals with the care and attention they deserve.

Monitor daily occupancy, room turnover, and staff deployment with a sharp eye for operational flow.

Ensure seamless communication with Housekeeping, Maintenance and Reservations.

Forecasting & providing direction to the Housekeeping Department.

Take ownership of service recovery and guest satisfaction metrics - turning feedback into opportunity.

Maintain compliance with all brand, legal and health & safety standards.

Drive upsell initiatives and guest engagement with our hotel services and local partnerships.

What We’re Looking For:

Experience & Background:

Minimum 5 years of front office experience in a quality city hotel.

Minimum 2 years in a leadership or supervisor role.

Previous experience working in a Serviced Apartment Hotel is essential.

Previous experience with high occupancy, fast check-in/out cycles, and business travellers.

Skills & Personality:

A natural leader with presence and poise.

Confident with hotel PMS systems (RMS essential).

Excellent communicator - written, verbal, and digital.

Calm under pressure, solutions-oriented, and guest-obsessed.

Tech-savvy and process-driven, with a love for clean systems and smooth operations.

Performance Metrics:

Guest satisfaction scores & online reputation

Front desk efficiency (arrival/departure metrics)

Upsell performance and in-house engagement

Team performance, engagement & retention

Complaint response and recovery effectiveness

Salary:

Salary negotiable for the successful applicant