Front Office Manager

The Front Office Manager plays a critical role in curating a seamless, warm, and personalized guest arrival and departure experience. At Woods at Sasan, the FOM acts as a hospitality ambassador, ensuring that all guest interactions reflect our core values of mindfulness, well-being, and elevated service rooted in nature. The role requires a blend of operational leadership, emotional intelligence, guest-centric mindset, and team mentorship.

Guest Experience & Operations

• Ensure all touchpoints at arrival, stay, and departure reflect the Woods at Sasan ethos of slow living and mindfulness.
• Lead and monitor all Front Office operations including Reception, Concierge, Bell Desk, and Guest Relations.
• Handle guest concerns with empathy and resolve issues to ensure satisfaction and loyalty.
• Maintain a high level of presence in the lobby and guest interaction areas.

Team Leadership & Training

• Lead, coach, and inspire a team of Guest Experience Executives and Supervisors to deliver intuitive and anticipatory service.
• Conduct daily briefings and regular training on brand values, guest handling, grooming, and communication.
• Support and evaluate team performance using monthly KPIs and feedback loops.
• Ensure cross-functional coordination with Housekeeping, F&B, Spa, and Naturalists.

SOPs & Quality Assurance

• Implement and maintain SOPs aligning with the Woods at Sasan quality standards.
• Ensure proper room allocation, guest preferences management, and special request handling.
• Conduct regular audits of check-in/check-out processes, logbooks, and complaint registers.
• Ensure data accuracy and timely updates on the PMS and internal dashboards.

Revenue, Upselling & Incentives

• Encourage the team to upsell rooms, experiences, and wellness programs through storytelling and personalized recommendations.
• Track upselling revenues and manage incentive plans in coordination with the Finance and HR departments.

Administrative and Reporting

• Oversee daily occupancy reports, revenue summaries, and guest feedback analysis.
• Manage duty rosters, leave planning, and budget utilization for the department.
• Coordinate with Security and Emergency Response teams for guest safety protocols.

Job Type: Full-time

Pay: ₹65,000.00 - ₹80,000.00 per month

Benefits:

• Food provided
• Paid sick time
• Provident Fund

Schedule:

• Day shift
• Morning shift
• Rotational shift

Supplemental Pay:

• Joining bonus

Language:

• English (Preferred)

Work Location: In person

Speak with the employer
+91 7259400391Application Deadline: 01/07/2025