Front Desk Manager

About Joey’s Hostel

Joey’s Hostel is built by backpackers, for backpackers. We focus on creating warm, social, and memorable travel experiences across India. Joey’s Manali is a high-energy mountain hostel catering to international and domestic travelers looking for comfort, community, and authentic local experiences.

Role Overview

The Front Desk Manager is responsible for leading the reception team, managing daily front office operations, driving guest satisfaction, and ensuring smooth coordination between departments. This role directly impacts guest reviews, occupancy, upselling, and overall hostel vibe.

Key Responsibilities

Front Office Operations

• Oversee day-to-day front desk operations (check-ins, check-outs, room allocation)
• Ensure accurate handling of reservations across OTAs, PMS, and walk-ins
• Maintain cash handling, billing accuracy, and shift audits
• Monitor arrival lists, long stays, group bookings, and special requests
  

Team Leadership & Training

• Supervise, train, and motivate front desk executives
• Prepare shift rosters and ensure smooth handovers
• Conduct daily briefings focusing on revenue, arrivals, and guest experience
• Maintain discipline, grooming, and service standards
  

Guest Experience & Reviews

• Be the primary escalation point for guest complaints and resolutions
• Proactively interact with guests to enhance their stay
• Ensure strong online review management (Google, Booking.com, Hostel world)
• Encourage positive guest engagement and feedback
  

Revenue & Sales Support

• Drive upselling of:
• Room upgrades
• Long stays
• In-house activities and tours
• F&B promotions
• Ensure walk-in and last-minute pricing aligns with revenue strategy
• Support occupancy and ARR improvement initiatives
  

Coordination & Reporting

• Coordinate with Housekeeping, Community, Maintenance, and F&B teams
• Ensure room readiness and timely updates in PMS
• Prepare daily reports:
• Revenue summary
• Occupancy & arrivals
• Complaints & action taken
• Share insights with Property Manager / Operations Head
  

Required Skills & Qualifications

• Minimum

  2–4 years

  experience in Front Office / Reception (hostel or hotel)
• Prior

  team-handling experience

  preferred
• Strong communication skills (English mandatory; Hindi required)
• Comfortable with PMS, OTAs, and basic reporting
• Guest-first attitude with strong problem-solving skills
• Ability to work in shifts, weekends, and peak seasons
  

Preferred Profile

• Experience in hostels, backpacker hotels, or social hospitality brands
• Exposure to mountain or seasonal destinations (Manali, Rishikesh, etc.)
• High energy, approachable personality with leadership maturity
  

Key Performance Indicators (KPIs)

• Guest review scores & feedback quality
• Front desk service consistency
• Upselling & revenue contribution
• Team performance & discipline
• Reduction in guest complaints and escalations
  

Reporting To

Property Manager / Operations Head – Joey’s Hostels