Front Office Manager

Department: Front Office / Operations
Reports To: General Manager / Hotel Manager
Location: Hotel Property

The Front Office Manager oversees all front desk operations to ensure a seamless and exceptional guest experience throughout their stay. This role involves managing front office staff, supervising reservations, check-ins, check-outs, and guest relations, while collaborating with other departments to uphold high standards of hospitality and operational efficiency.

Key Responsibilities:
- Ensure smooth and efficient front desk operations around the clock.
- Welcome VIP guests and manage special requests with professionalism.
- Monitor guest satisfaction and promptly resolve complaints to maintain a positive experience.
- Supervise check-in, check-out, and room allocation processes.
- Recruit, train, develop, and supervise front office staff to build a motivated and service-oriented team.
- Prepare duty rosters and manage staff scheduling to ensure adequate coverage.
- Conduct performance evaluations and provide coaching to enhance team performance.
- Maintain high employee engagement and foster a strong service culture.
- Oversee reservation activities and manage room inventory effectively.
- Collaborate with Sales and Revenue teams to maximize occupancy and revenue generation.
- Ensure accuracy in room rates, billing, and related procedures.
- Review daily arrival, departure, and occupancy reports to monitor operational status.
- Control front office operating expenses and assist in budget preparation.
- Ensure accurate cashiering, billing, and night audit procedures are followed.
- Monitor daily revenue reports and cash handling processes to maintain financial integrity.
- Address guest complaints, concerns, and service recovery situations promptly and effectively.
- Build and maintain strong relationships with repeat and corporate guests.
- Ensure compliance with brand standards, hotel policies, SOPs, and safety requirements.
- Maintain guest records with confidentiality and prepare operational reports for management.
- Coordinate with Housekeeping, Maintenance, Security, and Food & Beverage departments to ensure smooth operations.

Required Qualifications:
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- 3 to 5+ years of experience in front office operations, including supervisory roles.
- Strong knowledge of hotel Property Management Systems such as Opera, IDS, Cloudbeds, Fidelio, or similar.
- Excellent communication and customer service skills.
- Proven leadership and problem-solving abilities.
- Proficiency in Microsoft Office Suite.
- Flexibility to work shifts, including weekends and holidays.

Key Skills & Competencies:
Leadership and team management, guest relations, conflict resolution, revenue and sales management, time management, decision making, multitasking, attention to detail, and strong communication and interpersonal skills.

Compensation:
Monthly salary range of Rs40,000 to Rs70,000.

Work Location:
This position requires in-person attendance at the hotel property.