– Front Office Manager

Position: Front Office Manager

Industry: Hospitality / Resort

Department: Front Office

Employment Type: Full-Time

Role Summary

We are looking for an experienced Front Office Manager to independently manage the resort’s complete front office operations, including guest relations, reservations, OTA bookings, room inventory, check-in/check-out, billing, and front desk team management.

The ideal candidate should have strong hands-on experience in a resort or hotel environment and should be capable of managing both guest-facing operations and online/offline reservations efficiently.

Relevant Work Experience

- Minimum 5 years of experience in the hotel or resort industry.
- At least 2–3 years of experience in a Front Office supervisory or managerial role.
- Prior experience in a resort, boutique hotel, 4-star/5-star hotel, or full-service hospitality property is preferred.
- Strong experience in Front Office, Reservations, OTA management, and Guest Relations is essential.
- Candidate should have experience independently handling guest escalations, room allocation, reservations, and front office shifts.
- Experience managing a Front Office team is preferred.

Key ResponsibilitiesFront Office Operations
- Manage the complete day-to-day operations of the Front Office Department.
- Ensure smooth guest check-in, check-out, room allocation, billing, and payment collection.
- Monitor daily arrivals, departures, VIP guests, groups, special requests, and room status.
- Ensure accurate guest registration and maintenance of guest records.
- Conduct front office shift briefings and handovers.
- Ensure proper cash handling, billing accuracy, and shift reconciliation.
- Maintain professional service standards at the reception and guest service areas.

Reservations & OTA Management
- Handle and supervise all online and offline reservations.
- Manage bookings received through OTAs such as Booking.com, Agoda, MakeMyTrip, Goibibo, Expedia, and other booking platforms.
- Monitor OTA bookings, modifications, cancellations, no-shows, and special requests.
- Ensure room availability and inventory are correctly maintained across OTAs and the Property Management System.
- Monitor room rates, packages, availability,



and booking restrictions as instructed by management.
- Ensure there are no discrepancies between OTA bookings and PMS records.
- Prevent and resolve overbooking, duplicate bookings, and inventory issues.
- Respond promptly to guest queries and messages received through OTA platforms.
- Maintain accurate reservation records and booking confirmations.
- Coordinate room allocation based on guest preferences, occupancy, and operational requirements.
- Monitor future bookings, occupancy levels, and expected arrivals.
- Report booking trends, occupancy status, and reservation issues to management.
- Ensure correct handling of OTA commissions, booking vouchers, and payment-related documentation where applicable.

Guest Relations
- Ensure guests receive a professional and welcoming experience from arrival until departure.
- Handle guest enquiries, complaints, and escalations promptly.
- Resolve guest concerns in coordination with relevant departments.
- Monitor guest feedback and take corrective action where required.
- Handle VIP guests and special requests personally when necessary.
- Maintain high standards of guest satisfaction and service quality.

Team Management
- Supervise and manage Front Office Executives, Receptionists, Guest Relations staff, and Bell Desk personnel.
- Prepare duty rosters and shift schedules.
- Ensure adequate staffing across all shifts.
- Train Front Office team members on SOPs, guest handling, reservations, OTA procedures, billing, and PMS usage.
- Conduct regular performance reviews and provide operational guidance.
- Ensure professional grooming, discipline, and service standards within the department.

Interdepartmental Coordination
- Coordinate closely with Housekeeping regarding room readiness, cleaning status, early check-ins, late check-outs, and priority rooms.
- Coordinate with Food & Beverage, Accounts, Engineering, Security,



and Operations for smooth guest servicing.
- Communicate guest requirements and complaints to the concerned departments and ensure timely resolution.
- Coordinate with Housekeeping to maintain accurate room status in the PMS.
- Work closely with management regarding occupancy, room rates, packages, and operational requirements.

Required Skills
- Strong knowledge of Front Office operations.
- Strong knowledge of Reservations and OTA management.
- Good understanding of room inventory, occupancy, and room allocation.
- Experience using Hotel PMS / Property Management Systems.
- Familiarity with OTA extranets and booking platforms.
- Solid guest complaint handling and problem-solving skills.
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Good knowledge of hotel billing and payment procedures.
- Ability to work under pressure during high occupancy and peak periods.
- Good coordination and organizational skills.
- Basic knowledge of MS Office.
- Professional grooming and presentation.
- Ability to communicate confidently with domestic and international guests.

Educational Qualification
- Degree or Diploma in Hotel Management / Hospitality Management preferred.
- Candidates with strong and relevant hotel/resort experience may also be considered.

Preferred Candidate Profile Candidates currently or previously working as:
- Front Office Manager
- Assistant Front Office Manager
- Duty Manager
- Front Office Supervisor
- Reservations Manager with strong Front Office exposure
- Guest Relations Manager with Front Office experience

Preference will be given to candidates who have independently managed Front Office + Reservations + OTA operations in a resort or hotel. Working Requirements The candidate should be comfortable working in:

- Rotational shifts
- Weekends
- Public holidays
- Peak occupancy periods
- Festival and holiday seasons

The Front Office Manager will be responsible for ensuring smooth front office operations throughout the resort’s operating hours and will report to the General Manager / Operations Head. Pay: ₹25,000.00 - ₹45,000.00 per month

Work Location: In person

📌 Front Office Manager (Chennai)
🏢 WeWinC
📍 Chennai