Position Title
Department
Front Office / Guest Services
Reports To
General Manager / Hotel Manager
Job Summary
The Front Office Manager is responsible for overseeing the daily operations of the hotel's front desk and guest services. The role ensures excellent customer service, efficient check\-in and check\-out procedures, accurate reservation management, and smooth coordination with other hotel departments to provide a pleasant guest experience.
Key ResponsibilitiesGuest Services
- Welcome guests and ensure a friendly, professional atmosphere.
- Handle guest inquiries, requests, complaints, and feedback promptly.
- Ensure high levels of guest satisfaction and service quality.
- Assist VIP guests and resolve escalated issues.
Front Desk Operations
- Supervise front desk staff, receptionists, and guest service associates.
- Monitor check\-in and check\-out procedures.
- Ensure accurate room allocation and occupancy management.
- Maintain front office records and reports.
Reservations Management
- Oversee room reservations and booking systems.
- Monitor room availability and maximize occupancy.
- Coordinate with online travel agencies and booking platforms.
- Ensure accurate billing and payment processing.
Staff Management
- Recruit, train, schedule, and supervise front office employees.
- Conduct performance evaluations and provide coaching.
- Maintain staff discipline and professional standards.
- Organize regular team meetings and training sessions.
Financial Responsibilities
- Monitor daily revenue and cash handling procedures.
- Verify guest accounts, invoices, and financial transactions.
- Prepare daily, weekly, and monthly operational reports.
- Assist in budget preparation and cost control.
Coordination \& Administration
- Coordinate with Housekeeping, Maintenance, Food \& Beverage, and Sales departments.
- Ensure compliance with hotel policies, safety standards, and local regulations.
- Maintain guest records and confidentiality.
- Prepare occupancy forecasts and management reports.
Qualifications
- Bachelor's degree or Diploma in Hotel Management, Hospitality Management, or related field.
- 3–5 years of experience in hotel front office operations.
- At least 1–2 years of supervisory or managerial experience preferred.
- Experience with hotel PMS software (such as Opera or IDS) is an advantage.
Required Skills
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Customer service orientation.
- Problem\-solving and conflict\-resolution skills.
- Computer proficiency and hotel management software knowledge.
- Ability to work flexible shifts, including weekends and holidays.
- Good organizational and multitasking abilities.
Working Conditions
- Full\-time position.
- Rotational shifts as per hotel requirements.
- May require standing for extended periods and handling guest emergencies.
Key Performance Indicators (KPIs)
- Guest satisfaction scores.
- Occupancy and room revenue performance.
- Check\-in/check\-out efficiency.
- Complaint resolution rate.
- Staff productivity and retention.
- Accuracy of billing and reservations
Pay: ₹20,000\.00 \- ₹25,000\.00 per hour
Benefits
Work Location: In person