Role & responsibilities of Front Desk Manager

Company: Koordially Yours Hotels

Property type : Hostel & Boutique stay ( Launching soon)

Department: Property Operations

Job Brief

We are looking for a hands-on Front Desk Manager who can take ownership of the day-to-day guest experience and front-office operations of our property.

The role goes beyond managing the reception desk. The Front Desk Manager will work closely with housekeeping, operations and the central team to ensure that the property is guest-ready, bookings are handled correctly, service standards are maintained and guest concerns are resolved quickly.

The role also involves creating a welcoming, social and community-driven hostel experience.

The focus is on warm, personalised and consistently high-quality hospitality.

Key Responsibilities

1. Front Desk & Reservations

- Manage guest check-ins, check-outs and all front desk activities.
- Handle walk-ins, direct enquiries, phone calls and WhatsApp enquiries professionally.
- Ensure all bookings are correctly updated in the PMS.
- Check arrivals, departures, room allocation and occupancy on a daily basis.
- Coordinate bookings received through OTAs such as Booking.com, Hostelworld, Agoda, MakeMyTrip, etc.
- Ensure guest documentation, IDs and required records are properly maintained.
- Manage extensions, cancellations, no-shows and booking modifications.
- Ensure payments, deposits and outstanding balances are collected and recorded correctly.

2. Guest Experience

- Welcome guests warmly and ensure a smooth arrival and departure experience.
- Be the primary point of contact for guests during their stay.
- Understand guest requirements and proactively help wherever possible.
- Handle complaints and service issues calmly and ensure timely resolution.
- Follow up with guests when an issue has been raised.
- Encourage satisfied guests to leave reviews and actively work towards maintaining strong property ratings.
- Maintain knowledge of the local area and help guests with recommendations, transport and basic travel information.

3.



Property Operations

- Conduct regular checks of rooms, common areas, reception and guest facilities.
- Ensure the property is clean, organised and guest-ready throughout the day.
- Coordinate closely with housekeeping regarding room cleaning, linen, laundry and room readiness.
- Inform the operations team immediately about maintenance or repair requirements.
- Follow up on unresolved maintenance issues.
- Ensure basic amenities, supplies and guest-use items are adequately stocked.
- Maintain daily operational checklists as per company SOPs.

1. Team Coordination

- Coordinate the daily work of housekeeping and other property-level staff.
- Allocate work and ensure tasks are completed on time.
- Communicate shift handovers clearly.
- Maintain professional behaviour and discipline within the property team.
- Escalate staffing, performance or operational issues to the Property/Ops Manager when required.

5. Revenue & Sales Support

- Understand room categories, pricing and current offers.
- Convert direct enquiries and walk-ins into bookings wherever possible.
- Encourage direct bookings and repeat stays.
- Identify opportunities for upselling rooms, experiences or other services offered by the property.
- Coordinate with the central reservations/revenue team regarding availability and booking-related issues.

6. Cash, Records & Reporting

- Maintain accurate records of cash and digital payments collected at the property.
- Complete daily cash reconciliation and handover as per company process.
- Maintain required guest registers, booking records and operational reports.
- Share daily occupancy, arrivals/departures,



guest issues and other requested reports with the operations team.
- Immediately report any mismatch in payments or booking records.

7. Reviews & Reputation

- Monitor guest feedback during the stay instead of waiting for an online review.
- Resolve concerns wherever possible before the guest checks out.
- Encourage genuine guest reviews across relevant platforms.
- Inform management about repeated complaints or service gaps so corrective action can be taken.

8. Safety & Compliance

- Follow company procedures related to guest identification, safety and security.
- Ensure incidents, accidents or unusual situations are immediately reported.
- Maintain confidentiality of guest and company information.
- Coordinate with the Property/Ops Manager for any local authority, police or compliance-related requirements when needed.

Qualifications & Experience

- 13 years of experience in a hostel, hotel, resort, guest house or similar hospitality workplace.
- Hospitality degree/diploma is preferred but not mandatory if the candidate has relevant hands-on experience.
- Comfortable using hotel PMS, OTA extranets and basic computer applications.
- Good spoken and written English; knowledge of Hindi and/or local language is an advantage.
- Strong communication and guest-handling skills.
- Comfortable working in shifts, weekends and holidays.
- Able to remain calm and solution-oriented during guest complaints or operational issues.

What We Look For More than qualifications, we are looking for someone who:

- Takes ownership instead of waiting for instructions.
- Notices small things that affect the guest experience.
- Is naturally warm and comfortable speaking with guests.
- Can manage people firmly but respectfully.
- Is organised and dependable.
- Understands that hospitality requires flexibility.
- Can solve day-to-day problems independently.
- Treats the property like their own workplace rather than simply managing a reception desk.

Perks and benefits Free meal, Free Accommodation, Festive Bonus

📌 Front Desk Manager (Thiruvananthapuram)
🏢 Koordiallyyours
📍 Thiruvananthapuram