Front Office Manager — Job Description
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 f

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