Front Office Manager

The Front Office Manager is responsible for overseeing all front desk operations to deliver outstanding guest service throughout the entire guest experience. This role involves managing front office staff, supervising reservations, check-ins, check-outs, and guest relations. The manager works closely with other departments to maintain high hospitality standards and ensure smooth operational efficiency.

Key Responsibilities

Guest Services & Operations:
Manage front desk operations efficiently 24/7, ensuring a seamless guest experience from arrival to departure. Welcome VIP guests and handle special requests with professionalism. Monitor guest satisfaction and address complaints promptly to uphold positive experiences. Oversee check-in, check-out, and room allocation processes to optimize service delivery.

Team Management:
Recruit, train, and develop front office staff to build a competent and motivated team. Prepare duty rosters and manage scheduling to guarantee adequate coverage at all times. Conduct regular performance evaluations and coaching to support employee growth. Foster a strong service culture and maintain high employee engagement.

Reservations & Revenue Management:
Oversee reservation activities and manage room inventory effectively. Collaborate with Sales and Revenue teams to maximize occupancy and revenue. Ensure accurate room rates and billing procedures are followed. Review daily arrival, departure, and occupancy reports to guide operational decisions.

Financial Responsibilities:
Control front office operating expenses in line with budget guidelines. Supervise cashiering, billing, and night audit procedures to ensure accuracy. Monitor daily revenue reports and cash handling to maintain financial integrity. Assist in budget preparation and implement cost control measures.

Guest Relations:
Handle guest complaints and service recovery with tact and professionalism. Build strong relationships with repeat and corporate guests to encourage loyalty. Ensure compliance with brand standards and guest service policies at all times.

Compliance & Administration:
Ensure adherence to hotel policies, standard operating procedures, and safety regulations. Maintain confidentiality of guest records and sensitive information. Prepare operational reports and provide regular updates to management. Coordinate effectively with Housekeeping, Maintenance, Security, and Food & Beverage departments to support seamless 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 (PMS) 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.

Compensation and Work Location
The monthly salary for this position ranges from Rs 40,000 to Rs 70,000. This is an in-person role based at the hotel property, requiring availability for shift work as per operational needs.