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 ne

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