Manager - Front Office

1. Front Office Operations

• Oversee reception, reservations coordination, cashiering, guest relations, bell desk, and night audit.
• Ensure smooth check-in and check-out, accurate room allocation, and efficient handling of guest requests.
• Coordinate with Housekeeping and Engineering on room readiness, maintenance, and out-of-order rooms.
• Monitor shift handovers, pending requests, and daily operational reports.

2. Guest Relations

• Handle guest complaints promptly and follow through until resolution.
• Coordinate VIP arrivals, corporate guests, long-stay bookings, and special requests.
• Maintain guest preferences and strengthen relationships with repeat guests.
• Monitor guest feedback and implement service improvements.

3. Revenue and Reservations

• Monitor occupancy, room rates, availability, and reservation accuracy.
• Coordinate with Sales and the designated revenue team on corporate bookings, group arrivals, and room inventory.
• Encourage room upgrades and appropriate upselling.
• Review cancellations, no-shows, and booking discrepancies in line with hotel policy.

4. Billing and Financial Controls

• Ensure accurate posting of room charges, payments, deposits, and guest bills.
• Verify corporate billing instructions and authorised credit arrangements.
• Review cashier settlements, night audit findings, and billing discrepancies.
• Control discounts, refunds, complimentary rooms, and allowances within approved authority limits.

5. Team Management

• Prepare duty rosters according to occupancy and operational requirements.
• Train employees in service standards, hotel systems, telephone etiquette, complaint handling, and upselling.
• Conduct shift briefings, performance reviews, and regular coaching.
• Maintain grooming, attendance, discipline, and adequate shift coverage.

6. Business Hotel Coordination

• Coordinate early departures, airport transfers, wake-up calls, and express check-out.
• Liaise with F&B and Banquets on corporate meetings, group movements, and guest requirements.
• Support reliable communication and prompt resolution of business travellers’ requests.

7. Safety, Compliance and Reporting

• Ensure guest registration, identity verification, and applicable statutory reporting are completed accurately.
• Maintain guest confidentiality, secure key control, and proper handling of lost-and-found items.
• Ensure the team understands emergency procedures and escalation protocols.
• Submit occupancy, revenue, guest feedback, upselling, and departmental performance reports to the General Manager.

Qualifications and Experience

• Degree or diploma in Hotel Management or a related field.
• Minimum 5 years of Front Office experience, including 2 years in a supervisory or managerial role.
• Experience in a business hotel of comparable size preferred.
• Working knowledge of a hotel Property Management System (PMS), reservations, cashiering, and night audit.
• Strong communication, leadership, problem-solving, and guest service skills.

Key Performance Indicators

• Guest satisfaction scores and complaint resolution.
• Check-in and check-out efficiency.
• Room upselling revenue and contribution to room revenue targets.
• Billing accuracy and closure of audit observations.
• Team productivity, training completion, and adherence to service standards.

Pay: ₹43,000.00 - ₹48,000.00 per month

Benefits:

• Food provided
• Health insurance
• Leave encashment
• Provident Fund

Work Location: In person