Job Description

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 feedback Coordinate with GSAs on the hotel's review-generation practice, tracking staff-name mentions for performance recognition Identify recurring feedback themes and report actionable insights to the GM Budget & Occupancy Forecasting Prepare daily, weekly, and monthly occupancy forecasts using bookings, historical trends, and seasonal patterns Track ARR, RevPAR, and occupancy against targets, flagging deviations to the GM Support 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 reporting Requirements Bachelor's degree in Hotel Management or related field preferred 3-5+ years of front office experience in a branded hotel, with 1-2+ years in a supervisory capacity Strong written and verbal communication skills — comfortable both on the floor and drafting skilled correspondence/review responses Working knowledge of PMS software and comfort with Excel for forecasting and reporting Detail-oriented with genuine ownership of documentation, not just guest-facing service Ability to work varied shifts, including weekends and holidays

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