Job Summary
The Manager on Duty (Front Office) is responsible for overseeing the daily operations of the front office, ensuring exceptional guest service, and maintaining smooth coordination between departments. This role serves as the primary point of contact for guests during the assigned shift, handles escalated issues, supervises front office staff, and ensures compliance with hotel policies and service standards.
Key Responsibilities
- Supervise the daily operations of the Front Office during assigned shifts.
- Ensure efficient guest check-in and check-out procedures while maintaining high service standards.
- Address and resolve guest complaints, concerns, and special requests promptly and professionally.
- Monitor room availability, occupancy status, and coordinate with the Housekeeping and Reservations teams.
- Support the Front Office team in delivering exceptional guest experiences.
- Ensure compliance with hotel policies, standard operating procedures (SOPs), and safety regulations.
- Coordinate with Housekeeping, Engineering, Food & Beverage, Security, and other departments to ensure seamless operations.
- Handle VIP arrivals, group check-ins, and special guest requirements.
- Prepare and review daily operational reports, shift handover reports, and incident reports.
- Monitor cash handling procedures, billing accuracy, and revenue-related activities.
- Train, mentor, and motivate front office associates to achieve service excellence.
- Conduct shift briefings and ensure effective communication among team members.
- Maintain high standards of grooming, professionalism, and guest relations.
- Respond effectively to emergencies and ensure guest and staff safety at all times.
- Perform any additional duties assigned by the Front Office Manager or Hotel Management.
Qualifications
- Bachelor's degree or Diploma in Hotel Management, Hospitality Management, or a related field.
- Minimum 3–5 years of experience in Front Office operations, with at least 1–2 years in a supervisory or managerial role.
- Experience in hotels, resorts, or hospitality establishments is preferred.
Required Skills
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Outstanding customer service and problem-solving skills.
- Ability to handle guest complaints with professionalism and empathy.
- Knowledge of hotel property management systems (PMS), such as Opera or similar software.
- Proficiency in Microsoft Office applications.
- Strong organizational and time-management skills.
- Ability to work flexible shifts, including weekends, holidays, and night shifts.
- Decision-making skills and the ability to perform well under pressure.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
