Front Office Manager

Front Office Manager BASL

Company: Bengaluru Airport Services Limited (BASL)
Designation: Front Office Manager
Location: Bengaluru Airport

Job Summary:

The Front Office Manager will be responsible for overseeing the overall front office operations of BASL Transit Hotels, ensuring seamless guest experiences, efficient service delivery, and operational excellence. The role involves managing reservations, guest check-in and check-out, room allocation, billing, guest relations, complaint resolution, and coordination with other hotel departments.

The incumbent will drive guest satisfaction, enhance NPS, create memorable guest experiences, optimise room revenue, and ensure adherence to service standards and operational procedures. The ideal candidate should have strong leadership skills, commercial awareness, and relevant experience in luxury hotels, business hotels, airport hotels, or transit hospitality.

Key Responsibilities:

Front Office Operations

• Manage day-to-day front office operations, including reservations, room allocation, guest check-in and check-out, and billing.
• Ensure smooth guest movement, accurate room status updates, and efficient handling of arrivals, departures, extensions, and walk-in bookings.
• Maintain front office SOPs, service standards, shift handovers, and operational records.
• Monitor occupancy, room availability, guest requests, and daily operational reports.
• Ensure adequate manpower deployment and efficient functioning of the front office across all shifts.

Guest Experience and Service Excellence

• Deliver personalised and memorable guest experiences through proactive assistance and thoughtful service initiatives.
• Create WOW moments and develop innovative ways to exceed guest expectations.
• Drive guest satisfaction, NPS, online ratings, and positive guest feedback.
• Handle guest complaints and escalations effectively, ensuring timely resolution and appropriate service recovery.
• Anticipate guest needs and provide special attention to international travellers, families, senior citizens, and guests requiring additional assistance.
• Review guest feedback and implement improvement initiatives to enhance the overall guest journey.

Reservations and Revenue Management

• Oversee reservations, booking confirmations, cancellations, amendments, and room inventory management.
• Coordinate with the commercial and revenue teams to optimise occupancy and room revenue.
• Monitor key metrics such as occupancy, Average Daily Rate (ADR), and Revenue per Available Room (RevPAR).
• Drive appropriate upselling of room categories and other hotel services.
• Ensure accurate application of room rates, discounts, billing procedures, and approved commercial policies.
• Identify opportunities to minimise revenue leakage and improve operational efficiency.

Team Leadership and Development

• Lead, motivate, and supervise front office associates, ensuring consistent service delivery.
• Prepare duty rosters, manage attendance, allocate responsibilities, and ensure adequate shift coverage.
• Conduct team briefings, performance reviews, and regular training on guest handling, communication, grooming, and service recovery.
• Coach team members to improve guest engagement, problem-solving, and service standards.
• Foster teamwork, accountability, and a guest-centric service culture.
• Coordinate with HR for recruitment, onboarding, employee development, and performance management.

Cross-functional Coordination

• Coordinate with housekeeping to ensure room readiness, cleanliness, and timely resolution of guest requests.
• Work closely with food and beverage, engineering, finance, security, and other relevant teams to ensure seamless hotel operations.
• Liaise with reservations, commercial teams, airline representatives, and corporate clients wherever required.
• Ensure timely resolution of operational issues affecting guest satisfaction and service delivery.

Compliance, Systems and Reporting

• Ensure adherence to BASL policies, hotel SOPs, safety standards, and applicable statutory requirements.
• Ensure accurate guest registration, billing, cashiering, payment reconciliation, and maintenance of operational records.
• Monitor effective utilisation of the Property Management System (PMS), reservation platforms, and billing systems.
• Prepare daily, weekly, and monthly reports covering occupancy, revenue, guest feedback, complaints, and operational performance.
• Maintain confidentiality of guest information and ensure compliance with data protection and security procedures.
• Support internal audits, inspections, and continuous improvement initiatives.

Key Performance Indicators (KPIs)

• Guest satisfaction and NPS improvement.
• Guest complaint resolution and service recovery effectiveness.
• Check-in and check-out efficiency.
• Room occupancy, revenue performance, and upselling.
• Accuracy of reservations, billing, and financial reconciliation.
• Compliance with SOPs, safety standards, and statutory requirements.
• Team productivity, training completion, and service quality.
• Accuracy and timely submission of operational reports.

Educational Qualification

• Bachelor's degree or diploma in Hotel Management, Hospitality Management, or a related discipline from a recognised institution.
• A postgraduate qualification or relevant hospitality certification will be an added advantage.

Experience Required

• Minimum 1012 years of experience in front office operations within the hospitality industry.
• At least 5 years in a managerial role.
• Experience in luxury hotels, upscale business hotels, airport hotels, or transit accommodation is preferred.
• Prior experience in guest relations, reservations, revenue management, complaint resolution, and team handling is essential.
• Exposure to airport hospitality, airline crew accommodation, and flight-related guest requirements will be an added advantage.

Key Competencies

• Strong leadership and team management skills.
• Excellent communication, interpersonal, and guest-handling abilities.
• Guest-centric mindset with a passion for creating memorable experiences.
• Strong problem-solving, decision-making, and service recovery skills.
• Commercial awareness and understanding of hotel revenue management.
• Proficiency in PMS, reservation systems, billing applications, and Microsoft Office.
• Strong organisational skills, attention to detail, and operational discipline.
• Ability to work in a dynamic airport environment and manage shift-based operations