ASSISTANT FRONT OFFICE MANAGER
Department: Front Office
Location: Kochi, Kerala
Property: Luxury Resort
Position Overview
We are looking for a well-groomed, guest-focused and responsible Assistant Front Office Manager / Senior Front Office Executive to join our upcoming luxury resort in Kochi.
The ideal candidate should have strong knowledge of front office operations, excellent communication skills and the ability to independently handle guest interactions, reservations, check-ins, check-outs and daily front office activities. The candidate will support the Front Office team in maintaining high standards of luxury hospitality and guest satisfaction.
Key ResponsibilitiesFront Office Operations
- Supervise and coordinate daily Front Office operations.
- Ensure smooth and efficient check-in and check-out procedures.
- Handle guest arrivals, departures, room allocations and special requests.
- Monitor room status and coordinate closely with Housekeeping.
- Ensure all Front Office procedures are followed as per resort standards.
- Maintain proper records, reports and shift handover procedures.
- Monitor room availability and assist in maximizing room occupancy and revenue.
Guest Relations
- Welcome and interact with guests in a warm, professional and courteous manner.
- Handle guest queries, requests and complaints promptly and professionally.
- Ensure VIP guests and special occasions receive appropriate attention.
- Follow up on guest requests and ensure timely resolution.
- Maintain high standards of guest satisfaction throughout the stay.
- Collect guest feedback and communicate important observations to management.
Team Supervision
- Supervise Front Office Executives, Guest Relations staff and other front office team members during the shift.
- Allocate duties and ensure proper shift coverage.
- Conduct daily briefings and communicate important operational updates.
- Monitor staff grooming, punctuality, discipline and service standards.
- Train and guide junior team members on Front Office procedures and guest handling.
- Support the Front Office Manager in evaluating team performance.
Coordination
- Coordinate closely with Housekeeping regarding room readiness, room status and guest requirements.
- Coordinate with F&B, Engineering, Security and other departments for smooth guest service.
- Communicate special requests, VIP movements and operational issues to the concerned departments.
- Ensure proper coordination during group arrivals, events and special functions.
Cashiering & System Operations
- Handle guest billing, payments, refunds and cashiering procedures accurately.
- Monitor daily cash and card transactions.
- Ensure proper posting of room charges and other guest expenses.
- Maintain accurate records and support daily night audit procedures.
- Have good working knowledge of PMS, POS and other hotel operating systems.
Reporting & Administration
- Prepare and verify daily Front Office reports.
- Monitor room discrepancies and ensure timely resolution.
- Maintain guest records and registration documentation.
- Ensure proper handling of guest information and confidentiality.
- Report operational issues, guest complaints and unusual incidents to management.
Luxury Hospitality Standards
- Maintain a polished and professional appearance at all times.
- Deliver personalized and attentive guest service.
- Anticipate guest needs and exceed expectations wherever possible.
- Maintain the resort's luxury service standards in every guest interaction.
- Demonstrate professionalism, discretion and positive body language.
- Ensure the Front Office area remains clean, organized and presentable at all times.
Candidate Profile
Education:
Diploma / Degree in Hotel Management, Hospitality Management or a related field.
Experience:
- Minimum 2–4 years of experience in Front Office operations in a reputed hotel, resort or luxury hospitality property.
- Candidates with experience in luxury resorts / boutique resorts / 4-star or 5-star properties will be preferred.
- Strong experience in guest handling and front office operations is essential.
Skills Required
- Excellent verbal and written communication skills.
- Strong English communication; additional languages will be an advantage.
- Good knowledge of hotel PMS and Front Office procedures.
- Strong guest-handling and problem-solving skills.
- Leadership and team coordination abilities.
- Good numerical and cashiering skills.
- Ability to remain calm and professional under pressure.
- Strong attention to detail.
- Good knowledge of hotel etiquette and luxury service standards.
- Flexible to work rotational shifts, weekends and holidays.
Personal Attributes
- Well-groomed and presentable.
- Guest-oriented and service-minded.
- Responsible and trustworthy.
- Proactive and solution-oriented.
- Confident in handling guest complaints.
- Strong team player.
- Positive attitude and willingness to learn.
- Ability to take ownership and work independently.
Key Performance Areas
- Guest satisfaction and guest feedback.
- Smooth check-in and check-out operations.
- Accuracy of billing and Front Office records.
- Effective coordination with other departments.
- Staff discipline and service standards.
- Timely resolution of guest complaints.
- Proper handling of cash and guest information.
- Compliance with resort SOPs and luxury service standards.
Pay: ₹18,000.00 - ₹25,000.00 per month
Work Location: In person
