Job Summary
The Front Office Manager is responsible for leading all front office and member service operations at The Marque Club. The role ensures a seamless arrival experience, exceptional member engagement, efficient guest services, and the highest standards of luxury hospitality. The incumbent will oversee reception operations, member relations, reservations, concierge services, and VIP guest handling while maintaining a warm, professional, and personalized service culture.
Key Responsibilities Member & Guest Experience
- Deliver exceptional service experiences to club members, guests, and VIP visitors.
- Ensure smooth member arrivals, guest registrations, reservations, and departures.
- Build strong relationships with members and proactively address their requirements.
- Handle member feedback, concerns, and service recovery professionally.
Front Office Operations
- Manage daily front office, reception, concierge, and reservation functions.
- Ensure accurate member records, visitor logs, and reservation systems.
- Maintain service standards, operational procedures, and front office controls.
- Monitor reception aesthetics and ensure a welcoming club environment.
VIP & Concierge Services
- Coordinate personalized services for VIP members and distinguished guests.
- Arrange special requests, private events, transportation, and concierge assistance.
- Maintain confidentiality and discretion in all member interactions.
Team Leadership
- Lead, coach, and develop the front office team.
- Conduct training on luxury hospitality standards, grooming, etiquette, and member engagement.
- Prepare duty rosters and ensure adequate staffing levels.
Coordination & Administration
- Coordinate closely with F&B, Housekeeping, Security, Events, and Membership departments.
- Prepare daily operational reports and service performance updates.
- Ensure compliance with club policies and operational standards.
Qualifications
- Bachelor's Degree or Diploma in Hotel Management, Hospitality Management, or related field.
- Minimum 5–8 years of experience in Front Office Operations, Guest Relations, or Luxury Hospitality.
- At least 2 years of experience in a supervisory or managerial role.
Skills & Competencies
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Professional grooming and presentation.
- Member-focused and service-oriented mindset.
- Ability to handle high-profile individuals and confidential matters.
- Strong problem-solving and conflict-resolution skills.
- Proficiency in hospitality software and reservation systems.
Key Performance Indicators (KPIs)
- Member Satisfaction Score
- Guest Experience Ratings
- Complaint Resolution Time
- Member Retention & Engagement
- Front Office Service Standards Compliance
- Team Training & Productivity
- VIP Guest Satisfaction
Pay: ₹50,000.00 - ₹100,000.00 per month
Benefits:
Work Location: In person
