Department: Property Operations
Job Brief
We are looking for a hands-on Front Desk Manager who can take ownership of the day-to-day guest experience and front-office operations of our property.
The role goes beyond managing the reception desk. The Front Desk Manager will work closely with housekeeping, operations and the central team to ensure that the property is guest-ready, bookings are handled correctly, service standards are maintained and guest concerns are resolved quickly.
The role also involves creating a welcoming, social and community-driven hostel experience.
The focus is on warm, personalised and consistently high-quality hospitality.
Key Responsibilities
Front Desk & Reservations
• Manage guest check-ins, check-outs and all front desk activities.
• Handle walk-ins, direct enquiries, phone calls and WhatsApp enquiries professionally.
• Ensure all bookings are correctly updated in the PMS.
• Check arrivals,
departures, room allocation and occupancy on a daily basis.
• Coordinate bookings received through OTAs such as Booking.com, Hostelworld, Agoda, MakeMyTrip, etc.
• Ensure guest documentation, IDs and required records are properly maintained.
• Manage extensions, cancellations, no-shows and booking modifications.
• Ensure payments, deposits and outstanding balances are collected and recorded correctly.
Guest Experience
• Welcome guests warmly and ensure a smooth arrival and departure experience.
• Be the primary point of contact for guests during their stay.
• Understand guest requirements and proactively help wherever possible.
• Handle complaints and service issues calmly and ensure timely resolution.
• Follow up with guests when an issue has been raised.
• Encourage satisfied guests to leave reviews and actively work towards maintaining robust property ratings.
• Maintain knowledge of