Front Office Manager

Indigo Heights Hotel in Lahore is looking for a dedicated and experienced Front Office Manager to lead its front desk operations. The successful candidate will be responsible for managing guest relations, reservations, and the check-in/check-out process, ensuring a seamless and welcoming experience for all guests. This role demands a professional who is guest-focused, results-driven, and capable of maintaining high service standards while effectively managing the front office team and coordinating with other hotel departments.

Key Responsibilities
- Supervise daily front office activities, including reception, guest relations, reservations, and check-in/check-out procedures.
- Ensure efficient and smooth check-in processes, with special attention to group arrivals and VIP guests.
- Uphold high standards of guest service, professional conduct among staff, and timely resolution of complaints.
- Train, coach, and evaluate front office personnel to enhance service quality and operational efficiency.
- Manage room allocation, occupancy status, and maintain clear communication with the Housekeeping department.
- Monitor guest feedback and online reviews, implementing service recovery actions when necessary.
- Collaborate closely with Sales, Reservations, Housekeeping, and other departments to ensure seamless hotel operations.
- Oversee room revenue management, identify upselling opportunities, and analyze front office performance reports.
- Ensure accurate billing, cash handling, shift closing procedures, and strict adherence to hotel policies.
- Prepare daily operational reports, staff duty rosters, and conduct performance assessments.
- Maintain compliance with hotel procedures, security protocols, and guest confidentiality standards.

Required Qualifications
- Bachelor’s degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
- A minimum of 5 to 8 years of relevant experience in hotel front office operations, including supervisory or managerial roles.
- Strong leadership qualities with excellent communication, guest-handling, and problem-solving skills.
- Proficiency in Property Management Systems (PMS), reservation software, and Microsoft Office applications.
- Ability to manage teams effectively, handle guest complaints professionally, and perform well under pressure.

Key Competencies
- Commitment to guest satisfaction and service excellence.
- Effective team leadership and staff development skills.
- Strong operational efficiency and time management capabilities.
- Expertise in complaint handling and conflict resolution.
- Awareness of revenue management and upselling techniques.
- Professional communication and interdepartmental coordination.

The position offers a competitive monthly salary ranging from Rs120,000 to Rs150,000. This role requires the candidate to work on-site at Indigo Heights Hotel in Lahore, ensuring hands-on management and direct engagement with guests and staff.

Indigo Heights Hotel values professionalism and a guest-centric approach, making this an excellent opportunity for a motivated Front Office Manager to contribute to the hotel’s continued success and reputation for excellence.