- Job PurposeTo manage and oversee the complete Front Office operation, ensuring smooth guest arrivals and departures, exceptional guest service, effective team management, and achievement of departmental revenue and operational targets while maintaining the hotel's brand and service standards.
- Key ResponsibilitiesA.

Front Office

Operations

- Manage the day-to-day operations of the Front Office, including Reception, Concierge/Bell Desk, Guest Relations and related guest services.
- Ensure smooth and effective check-in and check-out procedures.
- Monitor room allocation, room status and inventory in coordination with Housekeeping and Reservations.
- Ensure all Front Office procedures, SOPs and hotel standards are consistently followed.
- Monitor daily operations, occupancy, arrivals, departures, VIP movements and special requests.
- Ensure accurate handling of cash, credit cards, billing and other financial transactions.
- Review daily Front Office reports, discrepancies and operational issues.

B.

Guest

Experience &

- Service Excellence
- Ensure the highest level of guest satisfaction through professional and personalised service.
- Handle guest complaints, service recovery and difficult situations effectively.
- Personally attend to VIPs, repeat guests and special occasions.
- Monitor guest feedback through online reviews, surveys and internal feedback systems.
- Coordinate with other departments to resolve guest issues promptly.
- Ensure consistent adherence to hotel grooming, communication and service standards.

C. Team Management &
- Leadership

- Lead, motivate and develop the Front Office team to achieve operational and service excellence.
- Prepare duty rosters and ensure adequate manpower deployment based on business levels.
- Conduct daily briefings and communicate operational priorities to the team.
- Monitor employee performance, attendance, grooming and discipline.
- Conduct training, coaching and on-the-job development for Front Office associates.




- Identify high-potential employees and support their career development.
- Participate in recruitment, selection, induction and performance appraisal processes.

D. Revenue &
- Financial Management

- Monitor Front Office revenue, room upgrades and other departmental revenue opportunities.
- Promote upselling and cross-selling initiatives to maximise room and ancillary revenue.
- Ensure proper billing, posting, cashiering and settlement procedures.
- Monitor credit limits, city ledger issues and outstanding guest accounts in coordination with Finance.
- Control departmental expenses while maintaining service standards.
- Analyse occupancy, ADR, RevPAR and other relevant operational indicators.

E. Coordination &
- Communication

- Maintain effective communication with Housekeeping, Reservations, Sales, Engineering, F&B;, Security, Finance and other departments.
- Conduct regular operational meetings and communicate important information to the team.
- Coordinate room readiness and priority room requirements with Housekeeping.
- Liaise with Sales and Reservations regarding group arrivals, VIPs and special arrangements.
- Ensure proper handover between shifts and maintain accurate operational records.

F. Safety, Security &
- Compliance

- Ensure compliance with hotel policies, statutory requirements and safety standards.
- Ensure proper maintenance of guest registration records and required documentation.
- Monitor key control, access control and guest security procedures.
- Handle emergency situations in accordance with hotel emergency procedures.
- Ensure compliance with data privacy, guest confidentiality and hotel security policies.

G. Reporting &
- Administration

- Review and approve daily Front Office reports and logbooks.
- Monitor guest feedback and prepare action plans for recurring issues.
- Track departmental KPIs and prepare periodic performance reports.
- Maintain proper records of incidents, complaints, lost & found and guest requests.
- Support the Rooms Division Manager / General Manager with operational projects and initiatives.

📌 Asst. Front Office Manager (Bengaluru)
🏢 Gokulam Grand Hotel u0026 Spa Bangalore
📍 Bengaluru