Job Description – Assistant Front Office Manager (AFOM)
Location: Lemon Tree Hotel, Ranchi
Department: Front Office
Reporting To: Front Office Manager / General Manager
Employment Type: Full-Time
Work Location: In Person
About Lemon Tree Hotel
Lemon Tree Hotel, Ranchi, is committed to delivering exceptional hospitality through warm service, operational excellence, and memorable guest experiences. We are looking for an experienced, energetic, and customer-focused Assistant Front Office Manager (AFOM) who can lead the Front Office team, ensure smooth day-to-day operations, maximise guest satisfaction, and support revenue generation through efficient reservation and distribution management.
The ideal candidate should possess strong leadership qualities, excellent communication skills, and proven expertise in front office operations, property management systems (PMS), OTA management, channel management, and guest relations.
Key Responsibilities: Front Office Operations
- Assist in managing the daily operations of the front office department.
- Ensure smooth and efficient check-in, check-out, room allocation, and guest registration processes.
- Monitor lobby operations and maintain high service standards throughout guest interactions.
- Ensure compliance with hotel SOPs, brand standards, and statutory requirements.
- Supervise front office executives, guest service associates, and duty managers during shifts.
- Maintain accurate guest records and ensure confidentiality of guest information.
Guest Experience & Service Excellence
- Deliver exceptional guest service by creating memorable guest experiences.
- Handle guest complaints, feedback, and service recovery professionally and efficiently.
- Personally attend to VIPs, repeat guests, corporate clients, and special arrivals.
- Ensure all guest requests are fulfilled promptly.
- Monitor guest satisfaction scores and online reviews and implement corrective measures where required.
Reservations & Revenue Coordination
- Manage room reservations and optimise room inventory.
- Monitor room availability, occupancy levels, overbookings, and room status.
- Coordinate closely with Sales and Revenue teams to maximise room revenue.
- Ensure accurate room rate application and reservation integrity.
- Assist in forecasting occupancy and preparing daily pick-up reports.
OTA & Channel Management
- Manage Online Travel Agencies (OTAs) including Booking.com, MakeMyTrip, Goibibo, Agoda, Expedia, and other distribution platforms.
- Coordinate with channel partners to maintain accurate room inventory, pricing, promotions, and availability.
- Monitor and manage channel manager operations, preferably using STAAH.
- Ensure rate parity across all booking platforms.
- Resolve reservation discrepancies, cancellations, modifications, and OTA-related guest concerns.
- Monitor booking trends and recommend strategies to improve online visibility and revenue.
Property Management System (PMS)
- Operate and manage hotel operations through the Property Management System (PMS).
- Maintain reservation records, guest profiles, room status, and billing information.
- Generate operational reports and ensure data accuracy.
- Experience with Protel PMS will be preferred.
Billing, Cashiering & Financial Controls
- Supervise guest billing, cashiering, cash handling, and shift closing procedures.
- Ensure accurate posting of charges and settlements.
- Verify daily transactions and financial reports.
- Assist with night audit procedures and end-of-day reconciliation.
- Ensure compliance with hotel financial policies and internal controls.
Team Leadership & Training
- Lead, motivate, coach, and mentor the front office team.
- Conduct departmental briefings and shift handovers.
- Monitor staff grooming, attendance, discipline, and productivity.
- Identify training needs and conduct on-the-job training.
- Support recruitment, induction, and performance evaluations.
Coordination & Communication
- Work closely with housekeeping to ensure timely room readiness.
- Coordinate with Engineering for maintenance issues affecting guest rooms.
- Liaise with security regarding guest safety and emergency procedures.
- Collaborate with Food & Beverage and Sales departments for events, group arrivals, and VIP movements.
- Ensure smooth interdepartmental communication for seamless guest service.
Reports & Administration
- Prepare and review daily operational reports, occupancy reports, cashier reports, and management information reports (MIS).
- Maintain departmental records and documentation.
- Monitor departmental KPIs and recommend operational improvements.
- Ensure compliance with audit requirements and documentation standards.
Eligibility Criteria
- Minimum 6+ years of front office experience in a reputed hotel.
- Minimum 3–4 years in a supervisory role such as Duty Manager, Team Leader, or Assistant Front Office Manager.
- Hands-on experience with a hotel property management system (PMS) is essential; Protel PMS experience will be preferred.
- Proven experience in handling Online Travel Agencies (OTAs) and online booking platforms.
- Practical knowledge of channel management systems, with STAAH experience preferred.
- Strong understanding of reservations, room inventory management, billing, cashiering, guest accounting, and night audit.
- Ability to independently manage front office operations and prepare operational reports.
- Excellent communication, interpersonal, and guest-handling skills.
- Strong leadership, decision-making, and team management capabilities.
- A degree/diploma in hotel management or hospitality management is preferred.
- Willingness to work rotational shifts, weekends, and public holidays.
Preferred Skills & Competencies
- Strong operational knowledge of hotel front office procedures.
- Expertise in OTA management, inventory control, and rate management.
- Knowledge of revenue optimisation and distribution channels.
- Experience in channel manager operations and booking reconciliation.
- Excellent analytical and problem-solving skills.
- Proficiency in Microsoft Office, especially Excel and reporting.
- Strong organisational and multitasking abilities.
- Ability to work effectively under pressure in a fast-paced hospitality environment.
- High level of professionalism, integrity, and attention to detail.
- Customer-focused approach with excellent conflict resolution skills.
Compensation & Benefits
Salary: ₹28,000 – ₹35,000 per month (Based on qualifications and relevant experience)
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Flexible schedule
- Food provided
- Provident Fund
Work Location: In person
