Front Office Manager — Job DescriptionPosition: Front Office Manager Reports to: General Manager Department: Front Office / Guest Services Location: Lemon Tree Hotel, RanchiRole 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 ResponsibilitiesOperations & Team ManagementOversee daily front office operations — check-in, check-out, reservations, and guest requestsSupervise, train, and schedule GSAs and front office staff; conduct regular walkarounds to monitor real-time service qualityCoordinate with Housekeeping, F&B;, and Sales for room readiness, guest service delivery, and group/banquet-linked bookingsHandle escalated guest complaints and service recovery directlyConduct performance reviews and coordinate with HR on conduct or disciplinary mattersDocumentation & RecordsMaintain accurate SOPs for front desk operations, cash handling, and billingEnsure shift handover logs, incident reports, and guest complaint records are properly filedMaintain VIP/repeat guest history and lost & found recordsSupport security, FSSAI, and other regulatory walkthroughs relevant to front office areasEmail & Written CommunicationManage correspondence with corporate accounts, travel agents, and group contacts on rates, availability,



and confirmationsCommunicate clearly with other departments on room status, guest requests, and operational issuesEscalate service failures in writing for management visibility and follow-upReview Replies & Online ReputationMonitor and respond to guest reviews across platforms (Google, TripAdvisor, Hotels.Com, EasyDiner, etc.), including service recovery responses to negative feedbackCoordinate with GSAs on the hotel's review-generation practice, tracking staff-name mentions for performance recognitionIdentify recurring feedback themes and report actionable insights to the GMBudget & Occupancy ForecastingPrepare daily, weekly, and monthly occupancy forecasts using bookings, historical trends, and seasonal patternsTrack ARR, RevPAR, and occupancy against targets, flagging deviations to the GMSupport 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 reportingRequirementsBachelor's degree in Hotel Management or related field preferred3-5+ years of front office experience in a branded hotel, with 1-2+ years in a supervisory capacityStrong written and verbal communication skills — comfortable both on the floor and drafting skilled correspondence/review responsesWorking knowledge of PMS software and comfort with Excel for forecasting and reportingDetail-oriented with genuine ownership of documentation, not just guest-facing serviceAbility to work varied shifts, including weekends and holidays

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