Front Office Manager The Signature Munnar – Anachal, Munnar The Signature Munnar is seeking an experienced and guest-focused Front Office Manager to lead our Front Office and Reservations operations.

The ideal candidate should have strong experience in hotel Front Office operations, reservations, guest relations, team supervision, and interdepartmental coordination. This is a hands-on leadership role requiring excellent attention to detail, commercial awareness, and a strong commitment to guest satisfaction.

Key ResponsibilitiesFront Office & Guest Operations

- Supervise and coordinate the daily activities of the Front Office team.
- Ensure smooth, efficient, and professional check-in and check-out procedures.
- Welcome guests and ensure courteous, personalized, and professional service throughout their stay.
- Handle guest requests, enquiries, complaints, and service recovery promptly and effectively.
- Monitor daily arrivals, departures, VIP guests, special occasions, early arrivals, late departures, and other important guest requirements.
- Ensure guest preferences and special requests are properly recorded and communicated to relevant departments.
- Ensure accurate guest registration, room allocation, billing, payment collection, and departure procedures.
- Monitor guest calls, messages, wake-up calls, transportation requests, and other Front Office services.
- Ensure guest confidentiality and proper handling of guest information.
- Escalate significant guest or operational issues to the General Manager / Management when required.

Reservations & Revenue Support
- Manage and monitor daily reservations, booking enquiries, amendments, cancellations, and special requests.
- Monitor room availability, rates, inventory, and booking channels to minimize inventory errors and avoid overbooking.
- Ensure reservations received through OTAs, direct channels, travel agents, and other sources are accurately recorded in the PMS.
- Maintain accurate booking records and reservation reports.
- Coordinate closely with Sales and Management regarding occupancy, demand, room rates, promotions, and booking trends.
- Support occupancy and revenue targets through effective room allocation, upselling, category upgrades, and conversion of suitable enquiries into direct bookings.
- Monitor OTA reservations and ensure room categories, inclusions, guest requests, and booking conditions are correctly understood by the Front Office team.
- Identify reservation discrepancies and resolve booking-related concerns proactively.

Operational Coordination
- Coordinate closely with Housekeeping regarding room readiness, room status, maintenance requirements, and special guest requests.
- Maintain accurate room status and ensure PMS information reflects actual room availability.
- Coordinate with Housekeeping,



Restaurant, Maintenance, Sales, Reservations, and other departments to ensure smooth guest operations.
- Ensure transportation, sightseeing, activity bookings, and other guest arrangements are properly coordinated where applicable.
- Ensure proper communication and detailed handover between shifts.
- Review pending guest requests and operational issues during each shift handover.

Cashiering, Billing & Reporting
- Ensure accurate billing, cash handling, credit card transactions, refunds, advances, and other Front Office financial procedures.
- Verify that shift closures and handovers are completed correctly.
- Monitor outstanding guest balances and ensure proper settlement procedures are followed.
- Maintain accurate Front Office records, registers, reports, logs, and documentation.
- Prepare and review daily operational reports including arrivals, departures, occupancy, room status, reservations, guest issues, and other management information as required.
- Coordinate with Accounts regarding billing discrepancies and payment-related matters.

Team Management
- Prepare and manage Front Office staff duty rosters based on operational requirements and occupancy.
- Train, guide, supervise, and motivate Front Office team members.
- Conduct regular briefings and ensure the team is aware of daily arrivals, departures, VIPs, promotions, room availability, guest requests, and operational priorities.
- Monitor staff grooming, punctuality, attendance, discipline, and adherence to hotel policies.
- Ensure team members are properly trained on hotel SOPs, PMS procedures, room categories, rates, facilities, local attractions, and guest-service standards.
- Identify training needs and work with Management to continuously improve Front Office service quality.

Guest Satisfaction & Quality
- Monitor guest feedback during and after the stay and take appropriate corrective action where required.
- Proactively interact with guests to identify and resolve concerns before departure whenever possible.
- Support the property's online reputation by encouraging satisfied guests to share their experience through appropriate review channels.
- Track recurring guest complaints or operational issues and recommend improvements to Management.
- Ensure Front Office operations consistently meet the service standards of The Signature Munnar.

Compliance & Administration




- Ensure compliance with hotel SOPs, safety procedures, security requirements, statutory guest-registration requirements, and company policies.
- Ensure emergency procedures and important contact information are understood by the Front Office team.
- Protect hotel assets, guest information, keys, access cards, cash, and other Front Office-controlled items.
- Carry out any other duties assigned by the General Manager or Management based on operational requirements.

Required Skills & Competencies
- Excellent communication and interpersonal skills.
- Strong guest-handling, complaint-resolution, and problem-solving abilities.
- Good knowledge of hotel Front Office and Reservations operations.
- Strong leadership and team-management skills.
- Ability to remain calm and qualified while handling multiple priorities.
- Good commercial awareness with an understanding of occupancy, room rates, upselling, and revenue opportunities.
- Good knowledge of PMS, OTA/extranet systems, and hotel booking procedures.
- Good computer skills, including email, spreadsheets, and hotel reporting systems.
- Strong coordination skills across hotel departments.
- High level of attention to detail and accuracy.
- Professional appearance, positive attitude, and guest-first approach.
- Ability to take ownership and make sound operational decisions.

Qualifications & Experience
- Diploma or Degree in Hotel Management, Hospitality Management, or a related field preferred.
- Minimum 3–4 years of Front Office experience in a hotel or resort.
- Previous experience as a Front Office Supervisor, Duty Manager, Assistant Front Office Manager, or similar supervisory position preferred.
- Experience in a 4-star or 5-star hotel/resort will be an advantage.
- Practical experience with hotel PMS systems and OTA reservations is preferred.
- Familiarity with online booking platforms such as Booking.com, Agoda, MakeMyTrip, Expedia, or similar channels will be an advantage.

Key Performance Areas Performance will be assessed based on:
- Guest satisfaction and service quality.
- Effectiveness and speed of guest complaint resolution.
- Smooth check-in and check-out operations.
- Reservation accuracy and inventory control.
- Accuracy of billing, cashiering, and Front Office documentation.
- Occupancy support, upselling, and direct enquiry conversion.
- Effective Front Office team supervision and productivity.
- Staff training, grooming, punctuality, and discipline.
- Quality of shift handovers and operational communication.
- Interdepartmental coordination.
- Compliance with hotel SOPs and service standards.
- Accuracy and timeliness of Front Office reports.

Pay: From ₹32,000.00 per month

Benefits

- Food provided
- Paid time off

Work Location: In person

📌 Front Office Manager (Munnar)
🏢 The Signature Munnar
📍 Munnar