Front Office Manager

Budgeted salary is 35k CTC

Key Responsibilities:

Guest Service & Operations

• Supervise all front office activities, ensuring prompt, courteous, and efficient service to guests.
• Handle guest feedback, complaints, and special requests with professionalism and empathy.
• Oversee check-in/check-out operations, room allocations, and coordination for VIPs, groups, and weddings.
• Ensure all guest arrivals, amenities, and preferences are handled as per established SOPs.
• Maintain a high level of visibility in the lobby and public areas, interacting with guests regularly.
• Ensure accuracy in billing, cash handling, and night audit processes.

Team Leadership & Coordination

• 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 to ensure smooth daily operations.
• Support the recruitment, onboarding, and training of new front office associates.
• Maintain discipline, grooming, and performance standards across the department.

Administration & Reporting

• Prepare daily occupancy reports, VIP lists, and operational summaries for management.
• Monitor revenue from upselling, room upgrades, and other front office initiatives.
• Ensure accurate data entry in WinHMS and maintain guest history records.
• Review and implement SOPs for efficient workflow and service consistency.

Guest Experience & Brand Standards

• Uphold Mosaic Collection brand values by ensuring warm hospitality and attention to detail.
• Monitor guest feedback on various platforms (TripAdvisor, Google, etc.) and assist in driving improvements.
• Implement service recovery strategies to enhance guest loyalty and repeat business.

Safety & Compliance

• Ensure all safety, fire, and emergency procedures are known and followed by the team.
• Handle emergency situations calmly and coordinate with concerned departments.
• Maintain confidentiality of guest information and hotel data.