– FRONT DESK MANAGER

Department: Front Office

Designation: Front Desk Manager

Reports To: General Manager / Operations Manager

Location: Mangalwar Peth Pune

Employment Type: Full-Time

Job Summary The Front Desk Manager is responsible for managing and supervising the day-to-day operations of the Front Office department. The role involves ensuring a warm and professional guest experience, maintaining efficient check-in and check-out procedures, handling guest concerns, supervising front desk staff, and coordinating with other departments to ensure smooth hotel operations.

The Front Desk Manager will act as a key point of contact between guests, management, and operational teams while maintaining the highest standards of hospitality, service, and professionalism.

Key Responsibilities1. Front Office Operations

- Manage the daily operations of the Front Desk and Front Office department.
- Ensure smooth and efficient check-in and check-out procedures.
- Monitor room allocations, reservations, arrivals, departures, and VIP guests.
- Ensure accurate guest registration and billing procedures.
- Maintain proper records and documentation as per hotel standards.
- Ensure the front desk is adequately staffed during all operational hours.

1. Guest Relations

- Welcome and assist guests in a professional and courteous manner.
- Ensure high standards of guest service and satisfaction.
- Handle guest complaints, feedback, and special requests promptly and professionally.
- Resolve guest issues while maintaining company policies and service standards.
- Build positive relationships with regular and VIP guests.
- Follow up on guest feedback to ensure satisfactory resolution.

1. Team Management

- Supervise, train, guide, and motivate Front Office team members.
- Prepare staff duty rosters and allocate responsibilities effectively.
- Monitor employee attendance, grooming, punctuality, and discipline.




- Conduct regular briefings and communicate operational updates to the team.
- Identify training requirements and support employee development.
- Monitor staff performance and provide constructive feedback.

1. Coordination with Other Departments

- Coordinate closely with Housekeeping regarding room status, room readiness, and maintenance issues.
- Coordinate with Food & Beverage, Accounts, Security, Engineering, Sales, and other departments as required.
- Ensure smooth communication between departments for guest requests and operational requirements.
- Participate in daily operational meetings and briefings.

1. Revenue & Billing Control

- Monitor front office billing and payment procedures.
- Ensure accurate posting of room charges and other guest transactions.
- Handle cash, card, credit, and other payment procedures according to company policy.
- Monitor outstanding guest accounts and coordinate with Accounts when required.
- Support management in maximizing room revenue through effective room allocation and upselling.

1. Reservation & Room Management

- Monitor daily arrivals, departures, cancellations, no-shows, and room availability.
- Ensure proper handling of room reservations and modifications.
- Monitor room inventory and coordinate room allocation with the relevant departments.
- Promote room upgrades and additional hotel services where appropriate.

1. Compliance & Standards

- Ensure compliance with hotel policies, SOPs, and operational standards.




- Maintain guest confidentiality and protect guest information.
- Ensure proper handling of keys, documents, cash, and other hotel assets.
- Maintain high standards of grooming, hygiene, communication, and professional conduct.
- Ensure all statutory and hotel documentation is maintained appropriately.

1. Reporting & Administration

- Prepare and review daily Front Office reports.
- Monitor occupancy, arrivals, departures, room status, and guest feedback.
- Maintain accurate departmental records.
- Report operational issues and significant guest concerns to senior management.
- Assist management with audits, inspections, and departmental reviews.

Required Skills & Competencies
- Excellent communication and interpersonal skills.
- Strong guest-handling and problem-solving abilities.
- Leadership and team-management skills.
- Good knowledge of Front Office operations.
- Strong organizational and multitasking abilities.
- Professional attitude and excellent grooming standards.
- Ability to remain calm and effective under pressure.
- Good knowledge of hotel PMS and basic computer applications.
- Solid attention to detail.
- Customer-focused approach with a positive attitude.

Qualification & Experience
- Minimum 3–5 years of experience in Front Office operations, preferably in a hotel or hospitality environment.
- Prior experience in a supervisory or managerial Front Office role is preferred.
- Experience with hotel PMS, reservations, billing, and guest relations will be an advantage.

Working Conditions
- Ability to handle high-pressure situations and peak occupancy periods.
- Professional appearance and adherence to hotel grooming standards.
- Flexibility to support other operational requirements when necessary.

Pay: ₹15,000.00 - ₹35,428.74 per month

Benefits

- Food provided
- Provident Fund

Work Location: In person

📌 Front Desk Manager (Pune)
🏢 Balaji Heritage Hospitality
📍 Pune