Front Office Manager

Role Summary

The Front Office Manager is responsible for leading the front office team to deliver world-class guest service, operational excellence, and financial performance in a luxury business-class environment. The incumbent must have proven experience managing front office operations in a 5-star hotel, ensuring smooth guest arrivals, departures, and all guest relations initiatives. This role demands a strong leader, a skilled communicator, and a service-driven professional committed to upholding the high standards of Gokulam Grand.

Key Responsibilities

1. Guest Service & Experience

· Deliver consistently excellent guest service in line with the hotel’s brand standards.

· Oversee check-in/check-out, guest registration, room assignment, and billing.

· Handle VIP guest relations, special requests, and guest complaints — ensuring timely resolution and service recovery.

· Maintain active presence in the lobby/front office areas to monitor service quality and engage with guests.

2. Operational Management

· Oversee the daily operations of the front office including reception, concierge, bell services, etc.

· Coordinate with Reservations, Sales, Housekeeping, Food & Beverage, and other departments for efficient guest flow and operations.

· Monitor and optimize room inventory (no-shows, overbookings, walk-ins) in coordination with revenue management.

· Ensure accurate financial transactions, cash handling, billing, night audit closure, and reconciliation.

3. Team Leadership & Development

· Recruit, train, mentor, and supervise front office staff — receptionists, concierges, bell captains, switchboard operators.

· Conduct regular team briefings, performance appraisals, and coaching sessions.

· Build and maintain a culture of service excellence, accountability, and professionalism.

· Ensure staff adherence to standard operating procedures (SOPs), brand guidelines, and compliance with safety protocols.

4. Financial Management & Reporting

· Prepare and manage the Front Office departmental budget, labor costs, and revenue projections.

· Monitor and analyze KPIs such as occupancy, average daily rate (ADR), guest satisfaction scores, and front office controllable expenses.

· Prepare periodic reports (daily, weekly, monthly) on performance, revenue, guest feedback, and operational issues for senior management.

5. Quality Assurance & Compliance

· Uphold the hotel’s service standards and quality benchmarks; perform regular audits of front office operations.

· Ensure compliance with all brand, legal, and regulatory requirements (e.g., credit policies, cash handling, data privacy).

· Implement service recovery strategies and continuously refine guest satisfaction programs based on feedback.

6. Technology & Systems

· Ensure efficient use of the Property Management System (PMS), reservation systems, and other front office technology.

· Maintain accurate guest database records, billing information, and reservation data.

· Work with IT / Systems team to drive process improvements and troubleshoot system issues.

Required Qualifications & Experience

· Education: Bachelor’s Degree or Diploma in Hotel Management, Hospitality, Business Administration, or related field.

· Experience:

o Minimum 7–10 years of front office experience in a 5-star hotel environment.

o At least 3 years in a managerial or supervisory role within front office operations.

· Skills & Competencies:

o Proven leadership and people management skills.

o Excellent guest relations and communication (verbal & written) — English is essential.

o Strong problem-solving ability, with a calm and composed approach under pressure.

o Good financial acumen, with experience in budgeting, forecasting, and analyzing P&L.

o Proficiency in PMS systems (IDS software) and MS Office.

o High attention to detail, service orientation, and professionalism.

Personal Attributes

· A service-driven mindset with a genuine passion for hospitality

· High standards of personal grooming, etiquette, and presentation

· Strong decision-making ability and a proactive approach

· Ability to multitask and prioritize in a fast-paced environment

· Excellent interpersonal skills, diplomacy, and emotional intelligence

Working Conditions

· Shift-based role (including evenings, weekends, and public holidays) depending on hotel occupancy.

· Need to be present in the lobby / front office during peak hours to oversee operations.

· Interaction with guests, staff, and senior management on a daily basis.

Key Performance Indicators (KPIs)

Some suggested KPIs for this role might include:

· Guest satisfaction scores (e.g., survey ratings, feedback)

· Front office operational efficiency (average check-in/out time, queue management)

· Financial metrics: front office revenue, cash handling accuracy.

· Staff performance metrics (retention rate, training completion, performance appraisal scores)

· Compliance with SOPs and audit scores

Job Types: Full-time, Permanent

Pay: ₹600,000.00 - ₹660,000.00 per year

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Food provided
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person