Department: Front Office
Location: Manor Naldehra, Shimla, Himachal Pradesh
Reporting To: Front Office Manager / General Manager
Employment Type: Full-Time
Position Summary
The Front Office Supervisor will be responsible for supervising the daily operations of the Front Office and ensuring a seamless, professional, and personalized guest experience. The role involves overseeing front desk associates, managing guest check-ins and check-outs, handling guest queries and complaints, coordinating with other departments, and maintaining high standards of hospitality and service at Manor Naldehra.
Key Responsibilities
1. Front Office Operations
- Supervise the day-to-day functioning of the Front Office and reception area.
- Ensure smooth and efficient guest check-in and check-out procedures.
- Monitor room allocations, arrivals, departures, VIP guests, and special requests.
- Ensure all guest information, reservations, billing details, and records are accurately maintained in the hotel management system.
- Ensure the Front Office area is always well-organized, presentable, and maintained as per the property's standards.
2. Guest Relations & Service
- Welcome and assist guests in a warm, courteous, and professional manner.
- Handle guest queries, requests, feedback, and complaints promptly and effectively.
- Ensure timely resolution of guest concerns and escalate critical matters to the reporting manager when required.
- Coordinate special arrangements for VIP guests, long-stay guests, and guests with specific requirements.
- Maintain a high level of guest satisfaction throughout their stay.
3. Team Supervision
- Supervise, guide, and support Front Office Associates and other team members.
- Allocate daily duties and ensure proper staffing of shifts.
- Monitor employee grooming, attendance, discipline, and service standards.
- Provide on-the-job training and guidance to new and existing team members.
- Conduct proper shift handovers and ensure all important information is communicated to the next shift.
4. Interdepartmental Coordination
- Coordinate closely with Housekeeping regarding room status, readiness, early check-ins, late check-outs, and special requirements.
- Liaise with F&B, Maintenance, Security, Transport, and other departments to ensure smooth guest services.
- Follow up on pending guest requests and ensure timely completion.
5. Cashiering & Reporting
- Supervise guest billing, payments, deposits, and settlement procedures.
- Ensure accuracy in daily transactions and coordinate with the Accounts department whenever required.
- Prepare and maintain daily reports, shift reports, occupancy updates, guest feedback, and other Front Office records.
- Ensure proper handover of cash, documents, keys, and operational information between shifts.
6. SOPs & Compliance
- Ensure all Front Office Standard Operating Procedures (SOPs) and company policies are followed.
- Maintain confidentiality of guest and company information.
- Ensure compliance with safety, security, and emergency procedures.
- Report operational issues, guest incidents, or unusual situations to the management promptly.
Qualifications & Experience
- Graduate or Diploma in Hotel Management, Hospitality, or a related field.
- Minimum 3–5 years of experience in Front Office operations, preferably in a reputed hotel, resort, or luxury hospitality property.
- Prior experience in a supervisory role will be preferred.
- Proficiency in hotel Property Management Systems (PMS) and MS Office.
- Good understanding of hotel reservations, room inventory, guest billing, and Front Office procedures.
Key Skills & Competencies
- Excellent communication and interpersonal skills.
- Strong guest service and problem-solving abilities.
- Leadership and team management skills.
- Professional appearance and grooming.
- Ability to handle guest complaints calmly and effectively.
- Strong organizational and multitasking abilities.
- Ability to work in rotational shifts, including weekends and holidays.
- Attention to detail and commitment to high service standards.
Key Performance Indicators (KPIs)
- Guest satisfaction and feedback scores.
- Efficiency of check-in and check-out processes.
- Timely resolution of guest complaints and requests.
- Accuracy in billing and Front Office records.
- Team discipline, grooming, and adherence to SOPs.
- Effective coordination with other departments.
- Overall Front Office operational efficiency.
Pay: ₹17,000.00 - ₹22,000.00 per month
Benefits:
- Food provided
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
