Department

Front Office

Reports To

General Manager

Job Summary The Front Office Manager is responsible for leading all front office operations to ensure exceptional guest experiences while maximizing room revenue and maintaining operational efficiency. The role includes supervising the Front Office team, managing guest relations, coordinating with other departments, and ensuring compliance with hotel policies and service standards.

Key ResponsibilitiesGuest Service & Operations

- Ensure a warm, professional, and efficient guest arrival and departure experience.
- Maintain high standards of guest satisfaction and promptly resolve complaints.
- Monitor room availability, occupancy, and room allocation.
- Handle VIP arrivals, repeat guests, and special requests.
- Ensure all front office procedures and SOPs are followed.

Team Management
- Recruit, train, mentor, and evaluate Front Office staff.
- Prepare duty rosters, shift schedules, and leave plans.
- Conduct daily briefings and regular departmental meetings.
- Monitor employee grooming, discipline, and performance.
- Foster a positive and guest-focused work environment.

Revenue & Reservations
- Maximize room revenue through upselling and effective inventory management.
- Monitor room rates and coordinate with the Revenue and Sales teams.
- Ensure accurate reservation management and room assignments.
- Minimize no-shows and optimize room occupancy.

Financial Responsibilities
- Ensure accurate billing, cashiering, and night audit procedures.
- Monitor cash handling and credit policies.
- Verify daily revenue reports and Front Office transactions.
- Control departmental expenses and prevent revenue leakage.

Coordination
- Coordinate with Housekeeping for room readiness and cleanliness.




- Liaise with Engineering for room maintenance issues.
- Work closely with Sales, Reservations, Accounts, and Food & Beverage departments to ensure seamless guest service.

Compliance & Safety
- Ensure compliance with hotel policies, statutory regulations, and brand standards.
- Maintain guest confidentiality and data security.
- Ensure emergency procedures and safety protocols are followed.
- Maintain proper records, reports, and documentation.

Reporting & Administration
- Prepare daily, weekly, and monthly operational reports.
- Monitor guest feedback from OTAs and online review platforms.
- Analyze guest satisfaction scores and implement improvement plans.
- Maintain departmental records, SOPs, and training documentation.

Key Performance Indicators (KPIs)
- Guest Satisfaction Score (GSS)
- Online Review Ratings
- Check-in and Check-out Efficiency
- Upselling Revenue
- Occupancy and ADR Support
- Complaint Resolution Time
- Employee Productivity and Attendance
- Audit and Compliance Scores
- Revenue Accuracy and Cash Variance
- Training Completion and Team Development

Qualifications
- Bachelor's degree or Diploma in Hotel Management or Hospitality Management.
- Minimum 5–7 years of experience in hotel front office operations, including at least 2 years in a supervisory or managerial role.
- Experience with hotel PMS (such as IDS, Opera, or similar systems).
- Strong knowledge of reservations, cashiering,



and revenue management.

Skills & Competencies
- Excellent leadership and people management skills.
- Strong communication and interpersonal abilities.
- Outstanding guest service orientation.
- Problem-solving and conflict resolution skills.
- Financial and analytical acumen.
- Time management and organizational skills.
- Ability to work under pressure and manage multiple priorities.
- Proficiency in Microsoft Office and hotel management software.

Working Conditions
- Rotational shifts, including weekends and public holidays.
- Availability to respond to operational emergencies when required.

Authority The Front Office Manager is authorized to:
- Allocate rooms and manage inventory.
- Resolve guest complaints within approved authority limits.
- Approve staff schedules and departmental leave (subject to hotel policy).
- Coordinate with all operational departments for smooth guest service.

Performance Expectations
- Deliver exceptional guest satisfaction and service quality.
- Achieve departmental revenue and operational targets.
- Maintain a motivated, disciplined, and well-trained Front Office team.
- Ensure compliance with hotel SOPs, financial controls, and statutory requirements.
- Contribute to the hotel's profitability and reputation through efficient front office operations.

Pay: ₹40,000.82 - ₹45,000.45 per month

Advantages

- Cell phone reimbursement
- Flexible schedule
- Food provided
- Internet reimbursement
- Provident Fund

Ability to commute/relocate:
- Saket, Delhi: Reliably commute or planning to relocate before starting work (Required)

Education:
- Bachelor's (Required)

Experience:
- Front Office Operations: 9 years (Required)

Work Location: In person

📌 Front Office Manager (Saket)
🏢 Hotel saket 27 a BMB Resort
📍 Saket