Front of House Manager

A Front of House Manager oversees daily guest-facing operations to ensure a smooth, safe, and high-quality customer experience. They lead frontline staff, manage service standards, handle guest concerns, and support operational efficiency.

Key Responsibilities

● Supervise and manage all front-of-house staff

● Ensure excellent customer service and guest satisfaction at all times

● Manage daily opening and closing procedures

● Handle guest enquiries, complaints, and incident resolution professionally

● Train, coach, and motivate frontline team members

● Monitor operational flow and maintain service efficiency during peak periods

● Ensure compliance with safety, operational, and company SOPs

● Oversee ticketing, admissions, or cashiering processes where applicable

● Liaise with operations, sales, marketing, and maintenance teams to ensure smooth coordination

● Monitor cleanliness, presentation standards, and overall guest areas

● Prepare front of house reports and track KPIs such as attendance, revenue, guest feedback, and yield

Requirements

● Previous experience in hospitality, attractions, tourism, retail, or customer service management

● Strong leadership and communication skills

● Ability to work in a fast-paced environment

● Excellent problem-solving and conflict-resolution abilities

● Comfortable managing teams and handling operational challenges

● Proficient in Google Workspace applications

● Willing to work weekends, public holidays, and rotating shifts

Preferred Skills

● Team leadership and staff development

● Customer experience management

● Operational planning and coordination

● Crisis management and decision-making

● Cash handling and reporting experience

● Multitasking and attention to detail