Front Office Manager (FOM)

Department: Front Office

Position: Front Office Manager (FOM)

Reports To: General Manager / Rooms Division Manager

Location: Viraj Khand-4, Gomti Nagar, Lucknow

Employment Type: Full-Time

Experience: 5–8 years in Front Office operations, preferably with 2–3 years in a supervisory/managerial role

Position Overview

We are looking for an experienced and guest-focused Front Office Manager (FOM) to lead the Front Office team and oversee the smooth and efficient operation of the hotel's reception and guest services.

The Front Office Manager will be responsible for ensuring exceptional guest experiences, effective room inventory management, accurate front-office procedures, team supervision, and coordination with all operational departments. The ideal candidate should have strong leadership, communication, problem-solving, and hotel operations skills.

Key Responsibilities

1. Front Office Operations

- Manage the day-to-day operations of the Front Office, including Reception, Guest Relations, Bell Desk and related guest services.
- Ensure smooth check-in and check-out procedures.
- Monitor room status, room availability and daily occupancy.
- Ensure accurate handling of reservations, room assignments, extensions, upgrades and walk-in guests.
- Maintain high standards of service and professional guest interaction.
- Ensure all Front Office procedures are followed consistently.

2. Guest Experience & Relations

- Welcome and assist guests professionally and ensure a warm arrival experience.
- Handle guest requests, complaints and service recovery effectively.
- Follow up on guest feedback and coordinate corrective action where required.
- Maintain strong relationships with regular, VIP and corporate guests.
- Ensure guest satisfaction throughout the stay.

3. Team Management

- Supervise, train, coach and motivate Front Office team members.
- Prepare duty rosters and allocate responsibilities according to business requirements.
- Conduct briefings at the beginning of shifts and ensure proper handovers.
- Monitor employee grooming, discipline, attendance and performance.
- Identify training requirements and provide on-the-job coaching.
- Maintain adequate staffing levels during peak occupancy, weekends and special events.

4. Room & Revenue Coordination

- Monitor daily occupancy, arrivals,



departures and room availability.
- Coordinate with Reservations and Revenue teams regarding room inventory and special requirements.
- Monitor room upgrades and complimentary rooms according to approved hotel policies.
- Ensure proper handling of room rates, discounts and packages.
- Coordinate with Housekeeping regarding room readiness and discrepancies.

5. Interdepartmental Coordination

- Coordinate closely with Housekeeping for room status, priority rooms, early check-ins and late check-outs.
- Coordinate with F&B; for guest requirements, packages and special occasions.
- Work with Accounts on billing, settlements, credit arrangements and financial discrepancies.
- Coordinate with Sales & Marketing regarding group arrivals, corporate guests and special events.
- Maintain effective communication with Security and Engineering regarding guest and operational matters.

6. Cash, Billing & Documentation

- Ensure accurate guest billing and settlement procedures.
- Monitor cash handling, credit card transactions and other payment methods.
- Ensure proper handling of deposits, refunds and outstanding balances.
- Review Front Office reports and daily transactions.
- Ensure proper documentation and shift handovers.

7. Night Audit & Operational Controls

- Ensure proper completion and review of daily Front Office reports.
- Coordinate with the Night Audit team and ensure discrepancies are identified and resolved.
- Monitor room revenue, occupancy statistics and other relevant operational reports.
- Ensure all transactions are accurately recorded in the hotel's PMS.

8. Safety, Security & Compliance

- Ensure compliance with hotel policies, SOPs and applicable statutory requirements.
- Ensure proper guest registration and documentation.
- Maintain confidentiality of guest information.
- Follow hotel emergency, fire and security procedures.
- Report unusual incidents, accidents or security concerns to management immediately.

9.



Standards & Quality

- Maintain high standards of hospitality, grooming and professional conduct.
- Conduct regular inspections of Front Office areas.
- Ensure SOPs are updated and followed by the team.
- Monitor service standards and identify opportunities for improvement.
- Support management in achieving guest satisfaction and operational targets.

Key Skills & Competencies
- Strong Front Office and hotel operations knowledge
- Excellent guest-handling and communication skills
- Leadership and team-management ability
- Problem-solving and decision-making skills
- Strong knowledge of PMS operations
- Knowledge of reservations, room inventory and billing procedures
- Good understanding of hotel revenue and occupancy concepts
- Ability to handle pressure during high-occupancy periods
- Conflict-resolution and complaint-handling skills
- Professional grooming and presentation
- Good computer and MS Office skills

Qualification
- Bachelor's degree/diploma in Hotel Management or Hospitality Management preferred.
- Candidates with relevant hotel operational experience may also be considered.

Experience

5–8 years of relevant Front Office experience, preferably including experience as an Assistant Front Office Manager, Duty Manager, or Front Office Manager in a hotel/resort environment.

Performance Expectations The Front Office Manager will be expected to:

- Maintain smooth and efficient Front Office operations.
- Deliver consistently high guest-service standards.
- Ensure accurate room inventory and Front Office transactions.
- Build and maintain a skilled and motivated Front Office team.
- Minimize guest complaints and ensure timely service recovery.
- Maintain effective coordination between Front Office and other hotel departments.
- Support the hotel in achieving occupancy, revenue and guest-satisfaction objectives.

Candidate Profile The ideal candidate should be a confident and well-presented hospitality professional with strong operational knowledge and leadership skills. The candidate should be comfortable managing a team, handling guest complaints, coordinating with multiple departments and taking ownership of Front Office operations.

Pay: ₹12,653.54 - ₹25,000.00 per month

Work Location: In person

📌 Front Office Manager (Lucknow)
🏢 Antares By Rajlaxmi
📍 Lucknow