Front Office Manager —

Position : Front Office Manager

Reports to : General Manager

Department : Front Office / Guest Services

Location : Lemon Tree Hotel, Ranchi

Role Summary The Front Office Manager owns the complete front office function — from guest-facing service delivery to the reporting, forecasting, and communication work that keeps leadership informed. This role requires someone equally comfortable leading a floor team through a busy check-in rush and sitting down to build an occupancy forecast or respond to a guest review with equal care.

Key Responsibilities

Operations & Team Management

- Oversee daily front office operations — check-in, check-out, reservations, and guest requests
- Supervise, train, and schedule GSAs and front office staff; conduct regular walkarounds to monitor real-time service quality
- Coordinate with Housekeeping, F&B;, and Sales for room readiness, guest service delivery, and group/banquet-linked bookings
- Handle escalated guest complaints and service recovery directly
- Conduct performance reviews and coordinate with HR on conduct or disciplinary matters

Documentation & Records

- Maintain accurate SOPs for front desk operations, cash handling, and billing
- Ensure shift handover logs, incident reports, and guest complaint records are properly filed
- Maintain VIP/repeat guest history and lost & found records
- Support security, FSSAI, and other regulatory walkthroughs relevant to front office areas

Email & Written Communication

- Manage correspondence with corporate accounts, travel agents, and group contacts on rates, availability, and confirmations




- Communicate clearly with other departments on room status, guest requests, and operational issues
- Escalate service failures in writing for management visibility and follow-up

Review Replies & Online Reputation

- Monitor and respond to guest reviews across platforms (Google, TripAdvisor, Hotels.com, EasyDiner, etc.), including service recovery responses to negative feedback
- Coordinate with GSAs on the hotel's review-generation practice, tracking staff-name mentions for performance recognition
- Identify recurring feedback themes and report actionable insights to the GM

Budget & Occupancy Forecasting

- Prepare daily, weekly, and monthly occupancy forecasts using bookings, historical trends, and seasonal patterns
- Track ARR, RevPAR, and occupancy against targets, flagging deviations to the GM
- Support rate strategy using demand pacing and channel-mix data (OTA vs. direct vs. corporate)
- Monitor front-office operational costs against budget and contribute to monthly cost/revenue reporting

Requirements

- Bachelor's degree in Hotel Management or related field preferred
- 3-5+ years of front office experience in a branded hotel, with 1-2+ years in a supervisory capacity
- Strong written and verbal communication skills — comfortable both on the floor and drafting professional correspondence/review responses
- Working knowledge of PMS software and comfort with Excel for forecasting and reporting
- Detail-oriented with genuine ownership of documentation, not just guest-facing service
- Ability to work wide-ranging shifts, including weekends and holidays

📌 Front Office Manager (Ranchi)
🏢 Lemon Tree Hotel Ranchi (A Unit of City Select Developers)
📍 Ranchi