Front Office Manager

Role Summary

Key Responsibilities

Front Office Operations

• Oversee daily front office activities including reception, guest handling, and shift operations
• Ensure smooth and efficient check-in and check-out processes
• Manage room allocation, room status, and inventory across buildings
• Monitor daily arrivals, departures, VIPs, groups, and special requests
  

Guest Experience & Communication

• Proactively communicate with guests prior to arrival for confirmation and special requirements
• Handle escalated guest complaints and ensure effective resolution
• Ensure courteous, professional, and consistent guest interaction at all times
• Monitor guest feedback and work on service improvement
  

Housekeeping & Coordination

• Timely room readiness
• Accurate room status updated
• Special instructions are communicated and executed
  

Work with maintenance and security teams as required to resolve guest issues

Team Leadership & Supervision

• Lead, schedule, and supervise front office staff
• Maintain discipline, grooming standards, and attendance
• Train staff on SOPs, guest handling, and system usage
• Conduct daily briefings and shift handovers
  

Systems, Controls & Reporting

• Ensure accurate usage of PMS and billing systems
• Oversee cash handling, postings, and handovers
• Prepare and share daily reports on occupancy, issues, and operational status
• Support night audit and ensure operational compliance
  

Qualifications & Experience

• Degree or diploma in Hotel Management / Hospitality
• 6–10 years of experience in front office operations
• At least 2–3 years in a supervisory or managerial front office role
• Experience handling mid-scale or full-service hotels
• Working knowledge of PMS and front office reporting
• Strong communication skills (English & Hindi)
  

Key Competencies

• Strong operational discipline
• Guest-first mindset
• Team leadership and coordination
• Problem-solving and decision-making
• Ability to manage pressure and peak operations
  

Performance Expectations

• Smooth daily front office operations
• High room readiness accuracy
• Timely complaint resolution
• Positive guest feedback trends
• Stable and disciplined front office team
  

What We Offer

• Stable and professionally run hotel environment
• Direct interaction with ownership and senior management
• Authority to manage and improve front office systems
• Competitive compensation based on experience
• Long-term growth opportunity as the group expands