Job Description

Front Office Manager — Job Description

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Position: Front Office Manager

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Reports to: General Manager

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Department: Front Office / Guest Services

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Location: Lemon Tree Hotel, Ranchi

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Role Summary

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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.

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Key Responsibilities

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Operations & Team Management

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

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

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



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

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

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

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- Bachelor's degree in Hotel Management or related field preferred
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- 3-5+ years of front office experience in a branded hotel, with 1-2+ years in a supervisory capacity
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- Strong written and verbal communication skills — comfortable both on the floor and drafting professional correspondence/review responses
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- Working knowledge of PMS software and comfort with Excel for forecasting and reporting
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- Detail-oriented with genuine ownership of documentation, not just guest-facing service
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- Ability to work diverse shifts, including weekends and holidays
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📌 Front Office Manager (Ranchi)
🏢 Lemon Tree Hotel Ranchi (A Unit of City Select Developers)
📍 Ranchi