Front Office Manager

As an experienced candidate with knowledge of WinHMS software, you will be responsible for overseeing the front office operations and ensuring exceptional guest service. Your key responsibilities will include: - Supervising all front office activities to provide prompt, courteous, and efficient service to guests. - Handling guest feedback, complaints, and special requests with professionalism and empathy. - Overseeing check-in/check-out operations, room allocations, and coordination for VIPs, groups, and weddings. - Ensuring all guest arrivals, amenities, and preferences are handled according to established SOPs. - Maintaining high visibility in the lobby and public areas to interact with guests regularly. - Ensuring accuracy in billing, cash handling, and night audit processes. Additionally, you will be expected to: - Lead, guide, and motivate the front office team to deliver consistent service excellence. - Conduct shift briefings, allocate tasks, and ensure proper handovers. - Coordinate with Housekeeping, F&B, Engineering, and Security for smooth daily operations. - Support recruitment, onboarding, and training of new front office associates. - Maintain discipline, grooming, and performance standards across the department. Your role will also involve: - Preparing daily occupancy reports, VIP lists, and operational summaries for management. - Monitoring revenue from upselling, room upgrades, and other front office initiatives. - Ensuring accurate data entry in WinHMS and maintaining guest history records. - Reviewing and implementing SOPs for efficient workflow and service consistency. Furthermore, you will be responsible for: - Upholding Mosaic Collection brand values by ensuring warm hospitality and attention to detail. - Monitoring guest feedback on various platforms (TripAdvisor, Google, etc.) and assisting in driving improvements. - Implementing service recovery strategies to enhance guest loyalty and repeat business. You will also play a crucial role in: - Ensuring all safety, fire, and emergency procedures are known and followed by the team. - Handling emergency situations calmly and coordinating with concerned departments. - Maintaining the confidentiality of guest information and hotel data. Please note that the budgeted salary for this position is 35k CTC.,