Pre-Opening | Bali-Themed Resort – Alibaug

Company: Pushpam Hospitality

Property: New Bali-Themed Resort, Alibaug

Department: Front Office

Designation: Front Office Manager (FOM)

Reports To: General Manager / Resort Head

Location: Alibaug, Maharashtra

Employment Type: Full-Time

Experience: 6–10 years in Hotel/Resort Front Office

Pre-Opening Experience: Preferred / strongly preferred

POSITION SUMMARY

We are looking for an experienced and guest-focused Front Office Manager to lead the complete Front Office pre-opening and operational setup of our upcoming Bali-themed resort in Alibaug.

The FOM will be responsible for establishing the Front Office function from the pre-opening stage through launch, including room inventory setup, PMS configuration, SOP development, manpower planning, recruitment, training, guest experience, reservations coordination, check-in/check-out processes and operational readiness.

The ideal candidate should have strong experience in resort operations and pre-opening, with the ability to create and implement systems from the ground up.

KEY RESPONSIBILITIES1. PRE-OPENING FRONT OFFICE SETUP

- Take complete ownership of Front Office pre-opening activities.
- Prepare and execute the Front Office pre-opening action plan.
- Coordinate with the GM, Project Team, Housekeeping, Reservations, Sales, Finance, IT and Engineering.
- Establish Front Office systems, procedures and service standards.
- Ensure the Front Office, lobby and guest arrival areas are fully operational before opening.
- Conduct mock check-ins, mock check-outs and trial operations.
- Identify operational gaps and ensure timely closure.

1. FRONT OFFICE OPERATIONS

Manage all aspects of:
- Reception
- Guest Relations
- Concierge
- Bell Desk
- Telephone/Guest Services
- Reservations coordination
- Check-in/check-out
- Room allocation
- VIP arrivals
- Group arrivals
- Guest complaints
- Guest requests
- Wake-up calls
- Guest transportation coordination

Ensure smooth coordination between Front Office and all operating departments.
1. PMS & SYSTEM SETUP

- Coordinate implementation and configuration of the PMS.
- Ensure room types, room inventory, rates, packages and market segments are correctly configured.
- Coordinate PMS integration with:
- POS
- Channel Manager
- Booking Engine
- Payment systems
- Telephone system
- Other hotel technology platforms
- Conduct system testing before opening.
- Train Front Office associates on PMS functionality.
- Ensure accurate room status and inventory management.

1. MANPOWER PLANNING & RECRUITMENT

- Prepare Front Office manpower budget and organization structure.
- Recruit and build the Front Office team.
- Participate in recruitment of:
- Assistant Front Office Manager
- Guest Relations Executives
- Front Desk Associates
- Bell Desk
- Concierge




- Telephone Operators
- Night Audit team, where applicable
- Prepare duty rosters and staffing schedules.
- Coordinate with HR for recruitment, onboarding and training.

1. SOP & SERVICE STANDARDS

Develop and implement Front Office SOPs covering:
- Guest arrival
- Check-in
- Check-out
- Room allocation
- VIP handling
- Group check-in
- Walk-in guests
- Cash handling
- Credit procedures
- Foreign currency, where applicable
- Guest complaints
- Lost & Found coordination
- Room moves
- No-show procedures
- Early check-in/late check-out
- Wake-up calls
- Night audit
- Emergency procedures
- Guest privacy and security

Ensure service standards are aligned with the resort's Bali-inspired guest experience.

1. GUEST EXPERIENCE

- Establish a warm, personalized and efficient guest arrival experience.
- Develop guest engagement standards.
- Monitor guest feedback and online reviews.
- Handle guest complaints and service recovery.
- Ensure VIP and special occasion arrangements are executed properly.
- Develop guest recognition practices.
- Maintain high standards of grooming, communication and hospitality.

1. ROOM INVENTORY & REVENUE COORDINATION

- Maintain accurate room inventory.
- Coordinate with Reservations and Revenue/Sales teams.
- Monitor room availability and restrictions.
- Coordinate room allocation for groups and events.
- Ensure correct room rates and packages are reflected in the PMS.
- Identify opportunities for room upgrades and upselling.
- Drive room upgrade and ancillary revenue through the Front Office team.

1. FINANCE & CASH CONTROL

- Ensure accurate billing and settlement procedures.
- Monitor cash handling and cashiering.
- Conduct daily cash reconciliation.
- Monitor credit limits and outstanding guest balances.
- Coordinate with Finance for billing and revenue reconciliation.
- Ensure compliance with financial control procedures.

1. TRAINING & TEAM DEVELOPMENT

Conduct comprehensive pre-opening training on:
- Grooming
- Communication
- Guest handling
- PMS
- Check-in/check-out
- Telephone etiquette
- Upselling
- Complaint handling
- Service recovery
- VIP handling
- Emergency procedures
- Hotel knowledge
- Resort facilities
- Local area knowledge

Conduct mock guest interactions and trial operations before opening.

1. INTER-DEPARTMENTAL COORDINATION

Maintain close coordination with:

Housekeeping

- Room status
- Room readiness
- Room discrepancies




- VIP rooms
- Priority rooms

F&B;

- Meal plans
- Packages
- Special occasions
- Guest requests

Engineering

- Room maintenance
- Guest complaints
- Preventive maintenance

Sales & Reservations

- Group arrivals
- Corporate bookings
- Events
- Special packages

Finance

- Billing
- Cashiering
- Revenue reconciliation

Security

- Guest safety
- VIP security
- Emergency situations

PRE-OPENING DELIVERABLES The FOM will be responsible for establishing:
- Front Office Organization Structure
- Manpower Plan
- Front Office Budget
- PMS Setup & Testing
- Room Type Configuration
- Room Inventory Setup
- Rate & Package Coordination
- Front Office SOP Manual
- Guest Service Standards
- Check-in/Check-out Procedures
- VIP Handling Procedures
- Guest Complaint & Service Recovery Process
- Cashiering Procedures
- Night Audit Procedures
- Training Calendar
- Front Office Forms & Formats
- Guest Communication Templates
- Pre-Opening Training Plan
- Mock Check-in/Check-out
- Trial Run Plan
- Soft Opening Plan
- Opening Readiness Checklist

QUALIFICATION

Essential:

- Degree/Diploma in Hotel Management / Hospitality Management.
- Solid knowledge of Front Office operations and hotel PMS.

Experience 6–10 years of Front Office experience, preferably in:

- Luxury/upscale hotels
- Resorts
- Destination resorts
- Boutique resorts
- Large independent properties

Pre-opening experience strongly preferred. Candidates who have successfully handled a resort opening from project stage through soft opening will be preferred.

KEY SKILLS

- Front Office Operations
- Resort Operations
- Pre-Opening Management
- PMS
- Guest Relations
- Room Inventory Management
- Upselling
- Revenue Awareness
- Service Recovery
- SOP Development
- Team Building
- Training & Development
- Complaint Handling
- Cashiering
- Strong Communication
- Leadership

IDEAL CANDIDATEA hands-on Front Office skilled with strong resort and pre-opening experience who can build the Front Office department from scratch and take ownership from recruitment and system setup through mock operations, soft opening and stabilization.Preferred Profile 6–10 years' experience | Hotel/Resort Front Office | Pre-opening exposure preferred | PMS expertise | Strong guest-handling skills | Resort experience | Strong team leadership | Immediate/short notice preferred

Special preference: Candidates with experience in destination resorts, luxury resorts, beach resorts or experiential properties, particularly those who have handled pre-opening and high-volume leisure operations.

Pay: ₹35,000.00 - ₹45,000.00 per month

Benefits

- Cell phone reimbursement
- Flexible schedule
- Food provided
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Front Office Manager (Alibag)
🏢 Pushpam Hospitality
📍 Alibag