Front Office Manager

Key Responsibilities

Front Office Operations

• Manage day-to-day front office operations and ensure smooth functioning of the reception desk.
• Supervise check-in and check-out procedures, room allocation, reservations, and guest requests.
• Ensure accurate maintenance of guest records, registration forms, and front office documentation.
• Monitor room availability, occupancy, arrivals, departures, VIP guests, and special requests.
• Ensure proper handling of cash, credit card transactions, billing, and daily front office reports.
• Coordinate with Housekeeping for room status, room readiness, and maintenance requirements.

Guest Relations & Customer Service

• Welcome guests and ensure a warm, professional, and efficient check-in experience.
• Handle guest queries, requests, feedback, and complaints promptly.
• Resolve guest issues professionally and ensure appropriate follow-up.
• Maintain high standards of guest satisfaction and hospitality.
• Handle VIP guests and special occasions as per hotel/resort standards.
• Collect guest feedback and coordinate with relevant departments for service improvement.

Team Management

• Supervise, guide, and motivate Front Office Executives, Receptionists, Bell Desk, Guest Relations, and other front office staff.
• Prepare duty rosters and allocate responsibilities based on occupancy and operational requirements.
• Conduct staff briefings and ensure proper communication of daily operational requirements.
• Train team members on front office procedures, guest handling, hotel standards, and emergency procedures.
• Monitor employee performance, grooming, punctuality, and discipline.

Reservations & Revenue Coordination

• Coordinate with the Reservations/Sales team regarding bookings, room availability, group bookings, and special requests.
• Monitor occupancy and room inventory.
• Ensure proper coordination for corporate bookings, group bookings, events, and resort packages.
• Coordinate with Accounts regarding guest billing, settlements, refunds, and outstanding payments.

Interdepartmental Coordination

• Coordinate closely with Housekeeping, F&B, Engineering, Security, Accounts, Sales, and Management.
• Ensure timely resolution of room-related and guest-related issues.
• Conduct shift handovers and ensure all pending issues are properly communicated.

Daily Operational Responsibilities

• Review arrivals, departures, room status, VIP movements, and special requests.
• Conduct front office team briefings.
• Monitor check-in/check-out operations.
• Review guest complaints and pending service requests.
• Verify daily reports and billing transactions.
• Ensure proper shift handover and documentation.
• Monitor overall guest experience and front office service standards.

Required Skills & Competencies

• Strong communication and interpersonal skills.
• Excellent guest-handling and complaint-resolution skills.
• Strong leadership and team-management abilities.
• Good knowledge of hotel front office procedures.
• Good organizational and multitasking skills.
• Ability to work under pressure during peak occupancy.
• Professional grooming and positive attitude.
• Strong coordination and problem-solving skills.
• Good knowledge of MS Office and hotel PMS systems.
• Knowledge of hotel billing, reservations, and room inventory management.

Qualification

• Bachelor's Degree / Diploma in Hotel Management, Hospitality Management, or a related field.
• 45 years of relevant experience in Front Office Operations, preferably in a reputed Hotel, Resort, or Hospitality property.

Preferred Candidate Profile

• Experience in 4-star / 5-star hotel or resort operations will be preferred.
• Candidates with experience handling a front office team will be preferred.
• Experience with hotel PMS software such as Opera or equivalent PMS is desirable.
• Should be willing to work in rotational shifts, weekends, and holidays as required by hotel operations.Role & responsibilities

Preferred candidate profile

Minimum 5 Years Experience