Front Office Manager

Location:

Department:

Position Overview

Front Office Manager

Key Responsibilities

Front Desk & Guest Services

• Manage all front office activities including check-in, check-out, guest queries, and billing.
• Handle guest complaints and issues promptly and professionally to ensure high guest satisfaction.
• Maintain a welcoming and courteous environment for guests at all times.
• Supervise and train front desk staff on service standards and operational procedures.

Reservations & Booking Management

• Oversee motel reservations across multiple channels (walk-ins, phone calls, online portals, OTAs like Booking.com, MakeMyTrip, etc.).
• Maintain an updated reservation system and ensure accuracy in booking details.
• Optimize occupancy and room revenue through efficient room allocation and yield management.
• Coordinate with housekeeping and operations teams to ensure room readiness.

Customer Relations & Promotion

• Build strong guest relationships to encourage repeat business and positive reviews.
• Promote motel services, dining, and local activities to enhance the guest experience.
• Collaborate with travel agents, tour operators, and online booking platforms for sales promotion.
• Handle loyalty programs, guest feedback surveys, and reputation management across social media/OTA platforms.

Vendor & Partner Management

• Develop tie-ups with local vendors, travel companies, and tour organizers for cross-promotions.
• Negotiate with third-party booking partners to increase motel visibility and reservations.
• Ensure promotional materials and booking packages are updated and marketed effectively.

Operations & Administration

• Monitor and manage front office budgets, cash handling, and daily revenue reports.
• Ensure compliance with motel policies, safety protocols, and legal requirements.
• Prepare daily/weekly/monthly reports on occupancy, revenue, and guest satisfaction.
• Support general motel operations in coordination with housekeeping, F&B, and maintenance teams.

Key Skills & Competencies

• Strong communication and interpersonal skills.
• Customer-oriented with excellent problem-solving ability.
• Knowledge of front office software (PMS – Property Management Systems) and MS Office.
• Sales & marketing mindset to promote bookings and motel packages.
• Leadership ability to manage and motivate a small team.
• Flexibility to work in shifts, weekends, and peak tourist seasons.

Qualifications & Experience

• Bachelor’s degree/diploma in Hotel Management, Hospitality, or a related field preferred.
• Minimum

  3–5 years of experience

  in front office operations or reservations (hospitality industry).
• Prior experience in handling OTA portals (Booking.com, Goibibo, Airbnb, etc.) is desirable.
• Familiarity with local tourism (Dooars, Lataguri, Gorumara) will be an added advantage.