Front Office Manager

Pre-Opening | Bali-Themed Resort – Alibaug

Company: Pushpam Hospitality
Property: New Bali-Themed Resort, Alibaug
Department: Front Office
Designation: Front Office Manager (FOM)
Reports To: General Manager / Resort Head
Location: Alibaug, Maharashtra
Employment Type: Full-Time
Experience: 6–10 years in Hotel/Resort Front Office
Pre-Opening Experience: Preferred / strongly preferred

POSITION SUMMARY

We are looking for an experienced and guest-focused Front Office Manager to lead the complete Front Office pre-opening and operational setup of our upcoming Bali-themed resort in Alibaug.

The FOM will be responsible for establishing the Front Office function from the pre-opening stage through launch, including room inventory setup, PMS configuration, SOP development, manpower planning, recruitment, training, guest experience, reservations coordination, check-in/check-out processes and operational readiness.

The ideal candidate should have strong experience in resort operations and pre-opening, with the ability to create and implement systems from the ground up.

KEY RESPONSIBILITIES1. PRE-OPENING FRONT OFFICE SETUP

• Take complete ownership of Front Office pre-opening activities.
• Prepare and execute the Front Office pre-opening action plan.
• Coordinate with the GM, Project Team, Housekeeping, Reservations, Sales, Finance, IT and Engineering.
• Establish Front Office systems, procedures and service standards.
• Ensure the Front Office, lobby and guest arrival areas are fully operational before opening.
• Conduct mock check-ins, mock check-outs and trial operations.
• Identify operational gaps and ensure timely closure.

2. FRONT OFFICE OPERATIONS

Manage all aspects of:

• Reception
• Guest Relations
• Concierge
• Bell Desk
• Telephone/Guest Services
• Reservations coordination
• Check-in/check-out
• Room allocation
• VIP arrivals
• Group arrivals
• Guest complaints
• Guest requests
• Wake-up calls
• Guest transportation coordination

Ensure smooth coordination between Front Office and all operating departments.

3. PMS & SYSTEM SETUP

• Coordinate implementation and configuration of the PMS.
• Ensure room types, room inventory, rates, packages and market segments are correctly configured.
• Coordinate PMS integration with:
• POS
• Channel Manager
• Booking Engine
• Payment systems
• Telephone system
• Other hotel technology platforms
• Conduct system testing before opening.
• Train Front Office associates on PMS functionality.
• Ensure accurate room status and inventory management.

4. MANPOWER PLANNING & RECRUITMENT

• Prepare Front Office manpower budget and organization structure.
• Recruit and build the Front Office team.
• Participate in recruitment of:
• Assistant Front Office Manager
• Guest Relations Executives
• Front Desk Associates
• Bell Desk
• Concierge
• Telephone Operators
• Night Audit team, where applicable
• Prepare duty rosters and staffing schedules.
• Coordinate with HR for recruitment, onboarding and training.

5. SOP & SERVICE STANDARDS

Develop and implement Front Office SOPs covering:

• Guest arrival
• Check-in
• Check-out
• Room allocation
• VIP handling
• Group check-in
• Walk-in guests
• Cash handling
• Credit procedures
• Foreign currency, where applicable
• Guest complaints
• Lost & Found coordination
• Room moves
• No-show procedures
• Early check-in/late check-out
• Wake-up calls
• Night audit
• Emergency procedures
• Guest privacy and security

Ensure service standards are aligned with the resort's Bali-inspired guest experience.

6. GUEST EXPERIENCE

• Establish a warm, personalized and efficient guest arrival experience.
• Develop guest engagement standards.
• Monitor guest feedback and online reviews.
• Handle guest complaints and service recovery.
• Ensure VIP and special occasion arrangements are executed properly.
• Develop guest recognition practices.
• Maintain high standards of grooming, communication and hospitality.

7. ROOM INVENTORY & REVENUE COORDINATION

• Maintain accurate room inventory.
• Coordinate with Reservations and Revenue/Sales teams.
• Monitor room availability and restrictions.
• Coordinate room allocation for groups and events.
• Ensure correct room rates and packages are reflected in the PMS.
• Identify opportunities for room upgrades and upselling.
• Drive room upgrade and ancillary revenue through the Front Office team.

8. FINANCE & CASH CONTROL

• Ensure accurate billing and settlement procedures.
• Monitor cash handling and cashiering.
• Conduct daily cash reconciliation.
• Monitor credit limits and outstanding guest balances.
• Coordinate with Finance for billing and revenue reconciliation.
• Ensure compliance with financial control procedures.

9. TRAINING & TEAM DEVELOPMENT

Conduct comprehensive pre-opening training on:

• Grooming
• Communication
• Guest handling
• PMS
• Check-in/check-out
• Telephone etiquette
• Upselling
• Complaint handling
• Service recovery
• VIP handling
• Emergency procedures
• Hotel knowledge
• Resort facilities
• Local area knowledge

Conduct mock guest interactions and trial operations before opening.

10. INTER-DEPARTMENTAL COORDINATION

Maintain close coordination with:

Housekeeping

• Room status
• Room readiness
• Room discrepancies
• VIP rooms
• Priority rooms

F&B

• Meal plans
• Packages
• Special occasions
• Guest requests

Engineering

• Room maintenance
• Guest complaints
• Preventive maintenance

Sales & Reservations

• Group arrivals
• Corporate bookings
• Events
• Special packages

Finance

• Billing
• Cashiering
• Revenue reconciliation

Security

• Guest safety
• VIP security
• Emergency situations

PRE-OPENING DELIVERABLES

The FOM will be responsible for establishing:

• Front Office Organization Structure
• Manpower Plan
• Front Office Budget
• PMS Setup & Testing
• Room Type Configuration
• Room Inventory Setup
• Rate & Package Coordination
• Front Office SOP Manual
• Guest Service Standards
• Check-in/Check-out Procedures
• VIP Handling Procedures
• Guest Complaint & Service Recovery Process
• Cashiering Procedures
• Night Audit Procedures
• Training Calendar
• Front Office Forms & Formats
• Guest Communication Templates
• Pre-Opening Training Plan
• Mock Check-in/Check-out
• Trial Run Plan
• Soft Opening Plan
• Opening Readiness Checklist

QUALIFICATION

Essential:

• Degree/Diploma in Hotel Management / Hospitality Management.
• Strong knowledge of Front Office operations and hotel PMS.

Experience

6–10 years of Front Office experience, preferably in:

• Luxury/upscale hotels
• Resorts
• Destination resorts
• Boutique resorts
• Large independent properties

Pre-opening experience strongly preferred.

Candidates who have successfully handled a resort opening from project stage through soft opening will be preferred.

KEY SKILLS

• Front Office Operations
• Resort Operations
• Pre-Opening Management
• PMS
• Guest Relations
• Room Inventory Management
• Upselling
• Revenue Awareness
• Service Recovery
• SOP Development
• Team Building
• Training & Development
• Complaint Handling
• Cashiering
• Strong Communication
• Leadership

IDEAL CANDIDATEA hands-on Front Office professional with strong resort and pre-opening experience who can build the Front Office department from scratch and take ownership from recruitment and system setup through mock operations, soft opening and stabilization.Preferred Profile

6–10 years' experience | Hotel/Resort Front Office | Pre-opening exposure preferred | PMS expertise | Strong guest-handling skills | Resort experience | Strong team leadership | Immediate/short notice preferred

Special preference: Candidates with experience in destination resorts, luxury resorts, beach resorts or experiential properties, particularly those who have handled pre-opening and high-volume leisure operations.

Pay: ₹35,000.00 - ₹45,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Food provided
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person