Front Office Manager is responsible for managing all front office operations, ensuring exceptional guest service, efficient room management, and smooth daily operations. The role includes supervising the front office team, maintaining high hospitality standards, maximizing room revenue, handling guest concerns, and ensuring compliance with hotel policies and procedures.
Key Responsibilities
- Oversee the day-to-day operations of the Front Office Department.
- Ensure seamless guest check-in, check-out, and reservation processes.
- Maintain the highest standards of guest service and satisfaction.
- Supervise, train, mentor, and evaluate Front Office staff.
- Prepare duty rosters and manage staffing requirements.
- Monitor room inventory, room allocation, and occupancy levels.
- Coordinate closely with Housekeeping, Reservations, Sales, Security, and Engineering departments.
- Resolve guest complaints professionally and ensure prompt resolution.
- Monitor online guest reviews and implement service improvement initiatives.
- Ensure compliance with hotel SOPs, brand standards, and statutory requirements.
- Manage VIP arrivals, group check-ins, and special guest requests.
- Prepare daily, weekly, and monthly operational reports.
- Monitor cash handling, billing accuracy, night audit procedures, and revenue reconciliation.
- Ensure proper handling of guest accounts, deposits, and credit policies.
- Monitor departmental budgets and control operational expenses.
- Maintain guest confidentiality and data privacy standards.
- Conduct regular departmental meetings and training sessions.
- Drive upselling initiatives to maximize room revenue and guest experience.
- Ensure safety, security, and emergency procedures are followed.
Key Skills & Competencies
- Excellent leadership and team management skills
- Strong communication and interpersonal skills
- Outstanding guest service orientation
- Problem-solving and conflict resolution abilities
- Decision-making and analytical skills
- Time management and organizational skills
- Revenue management awareness
- Strong attention to detail
- Ability to work under pressure and flexible shifts
- High level of professionalism and integrity
Qualifications
- Bachelor's degree or Diploma in Hotel Management, Hospitality Management, or a related field.
- Certification in Hospitality Management is an added advantage.
Experience
- 5–8 years of experience in hotel front office operations.
- Minimum 2–3 years of experience in a supervisory or managerial role.
- Experience with luxury or business hotels is preferred.
Technical Skills
- Proficiency in Property Management Systems (PMS) such as Opera, IDS, Fidelio, or similar.
- Good knowledge of MS Office (Excel, Word, PowerPoint).
- Familiarity with channel managers and online booking platforms.
- Knowledge of revenue management principles and night audit procedures.
Key Performance Indicators (KPIs)
- Guest Satisfaction Score (GSS)
- Online Review Ratings
- Check-in and Check-out Efficiency
- Occupancy and Room Revenue Performance
- Upselling Revenue Achievement
- Guest Complaint Resolution Time
- Employee Productivity and Retention
- Audit and SOP Compliance
- Training Completion Rate
- Budget and Cost Control
Working Conditions
- Willingness to work rotating shifts, weekends, and public holidays.
- Ability to handle high guest volumes and operational pressure.
- Maintain a professional appearance and grooming standards.
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Pay: ₹45,000.00 - ₹50,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
Work Location: In person
