POSITION: ASSISTANT FRONT OFFICE MANAGER

DEPT: FRONT OFFICE

Position Overview:

The Assistant Front Office Manager will build, train, and lead the front-of-house operations . This role requires a dynamic hospitality professional who moves beyond traditional check-ins to champion high touch guest journeys. The job entails designing guest-relation systems, scripting experiential service standards, ensuring compliance and curating hyper local itineraries (such as heritage walks, art district tours, and coastal excursions).

Post opening duties involve overseeing daily front office operations, ensuring seamless execution of arrival rituals, ensuring adherence to SOPs and highly personalising guest interactions. The AFOM will assist in overseeing resort operations and be in-charge of the resort in the absence of the head of operations.

Key Pre-Opening Responsibilities

- Standard Operating Procedures (SOPs): Design and document bespoke front office SOPs, guest arrival/departure rituals, and experiential service standards that align with the hotels luxury boutique identity.
- Property Management System (PMS) Setup: Collaborate with IT and the pre-opening team to install, test, and configure the PMS, digital key systems, and guest-relationship databases.
- Experiential Concierge Curation: Develop strong ties with local Mumbai historians, artists, private transport networks, and exclusive venue curators to build unique, tailormade guest itineraries.
- Team Recruitment Training: Recruit a highly polished front office team (front desk, concierge, bell service, guest relations). Conduct intensive hospitality boot camps focusing on emotional intelligence, local cultural knowledge, and luxury guest service.
- Collateral and Vendor Management: Source and finalize premium front-of-house operating supplies (OS&E;), guest amenities, tailored uniforms, and localized welcome gifts.
- Safety and Security: Heading the security team to ensure safety protocols are followed. Organising fire safety and first aid trainings for the entire team as mandated.





Post-Opening Responsibilities
- Daily Front-of-House Operations: Supervise the day-to-day front office shifts, ensuring flawless check-ins, check-outs, billing processes, and immediate resolution of guest concerns.
- Guest Journey Personalization: Monitor guest profiles, preferences, and dietary restrictions to proactively tailor their stay, coordinating closely with the Culinary team for experiential beach dinners or sundowners.
- Inter-Departmental Synergy: Act as the central communication bridge between Housekeeping, Food & Beverage, and Security to guarantee seamless transitions across all guest touchpoints.
- Revenue and Upselling Management: Train and incentivize front-desk staff to drive upselling targets, room upgrades, and local hotel experiential package bookings.

Qualifications and Skills
- Experience: 4+ years of experience in front office operations within 5-star luxury hotels or premium boutique resorts, with at least 12 years in an executive or supervisory role.
- Local Knowledge: Deep, authentic familiarity with Mumbai's geography, culture, premium dining scene, and luxury lifestyle trends.
- Tech Savviness: Strong proficiency in standard hospitality PMS platforms (e.g., Opera, HMS) and guest communication apps.
- Communication and Presence: Exceptional interpersonal and communication skills in English and Hindi (knowledge of Marathi is a robust plus), with a polished, professional demeanor.
- Education: Degree or Diploma in Hospitality Management, Hotel Administration, or a related field.

Performance Metrics
- Launch Timelines: 100% adherence to the pre-opening countdown timeline for front of house setup, training, and testing.
- Guest Satisfaction: Outstanding guest feedback and online review ratings (TripAdvisor, Google, luxury travel platforms) regarding arrival experiences and concierge services.
- Financial targets: Achievement of front-office upselling revenue goals and effective management of FOH labor budgets.
- Team Retention: Maintaining high morale and low staff turnover through continuous coaching and mentorship.

📌 Front Office Manager (Mumbai)
🏢 SG Oasis
📍 Mumbai