Front Office Manager/ Front Office Executive

Job Title: Front Office Manager / Executive

​Reports To: General Manager / Director of Operations

Department: Front Office

Hotel Category: 4-Star Hotel

​Job Summary

​The Front Office Manager/Executive is responsible for overseeing all operations of the Front Desk, Guest Services, and related areas to ensure exceptional guest experiences and efficient daily procedures. This role is key in maintaining the hotel's high service standards and professional reputation.

​Key Responsibilities

​1. Front Office Operations Management:

• ​Oversee and manage all front desk activities, including guest check-in, check-out, and room assignments.
• ​Ensure accurate and efficient processing of reservations, cancellations, and modifications.
• ​Manage the hotel's Property Management System (PMS) and ensure data accuracy for guest profiles, billing, and reporting.
• ​Monitor room inventory and work with Revenue Management to optimize occupancy and average room rate.
• ​Ensure compliance with all hotel policies, procedures, and safety regulations.

​2. Guest Services and Relations:

• ​Act as the primary point of contact for VIP guests and handle special requests.
• ​Promptly and professionally address and resolve all guest inquiries, requests, and complaints to ensure high levels of guest satisfaction.
• ​Maintain a welcoming, professional, and clean environment in the lobby and front desk area.
• ​Implement strategies and initiatives to enhance the overall guest experience and drive positive online reviews.

​3. Team Leadership and Management:

• ​Recruit, train, mentor, and supervise the Front Office team (Receptionists, Guest Service Agents, Concierge, Bell Staff, Night Auditors, etc.).
• ​Develop and manage staff schedules to ensure adequate coverage and operational efficiency 24/7.
• ​Conduct performance evaluations, coaching, and disciplinary actions as necessary.
• ​Foster a positive work environment and promote teamwork across all shifts.

​4. Inter-Departmental Coordination:

• ​Maintain strong communication and coordination with Housekeeping, Maintenance, Sales, and Food & Beverage departments to ensure seamless service delivery.
• ​Report maintenance issues promptly and follow up to ensure timely resolution.
• ​Coordinate special guest needs (e.g., event services, luggage handling) with relevant departments.

​5. Administrative and Financial:

• ​Oversee cash handling procedures, credit policies, and billing to ensure accuracy and security.
• ​Prepare and analyze daily, weekly, and monthly reports on occupancy, revenue, guest satisfaction, and front office performance.
• ​Manage departmental budgets, monitor expenses, and order necessary office supplies and inventory.

​Qualifications and Skills

​Education & Experience:

• ​Bachelor's degree in Hotel Management, Hospitality, or a related field (preferred).
• ​Minimum of 2-4 years of experience in a Front Office supervisory or management role within a 4-star hotel or similar high-end establishment.
• ​Proficiency with Property Management Systems (PMS) such as Opera, Fidelio, or similar.

​Skills:

• ​Excellent written and verbal communication and interpersonal skills.
• ​Strong leadership, team management, and delegation abilities.
• ​Exceptional problem-solving, conflict resolution, and decision-making skills.
• ​Professional demeanor and appearance suitable for a 4-star environment.
• ​Ability to work flexible hours, including weekends, holidays, and rotating shifts.
• ​Knowledge of local area attractions, transportation, and hotel services.

Job Types: Full-time, Permanent, Fresher

Pay: ₹12,000.00 - ₹20,000.00 per month

Benefits:

• Food provided

Location:

• Kochi, Kerala (Preferred)

Work Location: In person