Front Office Manager | Hotel Operations

Position Details

Designation: Front Office Manager

Department: Front Office

Reports To: Operations Manager / General Manager

Supervises: Front Office Executives, Guest Relations Associates, Reservation Staff, Bell Desk / Concierge and other assigned front office personnel

Work Location: Hotel property

Employment Type: Full-time; rotational shifts, including weekends and public holidays

Role Purpose To lead and manage all front office functions and ensure a warm, effective and professional guest experience throughout the guest journey—from reservation and pre-arrival coordination to check-in, stay, billing and check-out. The role is responsible for room inventory control, front office revenue performance, team productivity, guest satisfaction, service standards and coordination with all hotel departments.

Key ResponsibilitiesGuest Experience & Service

· Ensure a courteous, personalised and efficient welcome, check-in, stay assistance and check-out experience.

· Handle guest requests, complaints, service recovery and escalations promptly; follow through until closure.

· Monitor guest feedback, online reviews and satisfaction scores; implement corrective actions.

· Maintain VIP, repeat-guest, special-occasion and guest-preference records and ensure appropriate arrangements.

Front Office Operations

· Oversee daily operations of reception, reservations, guest relations, concierge / bell desk and cashiering, as applicable.

· Ensure accurate room allocation, registration, key control, wake-up calls, guest messages and departure procedures.

· Monitor room status, arrivals, departures, stayovers, no-shows, extensions, early arrivals and late check-outs.

· Conduct shift briefings, handovers, lobby inspections and daily operational checks.

· Ensure compliance with hotel SOPs, safety procedures, statutory guest-record requirements and data confidentiality.

Reservations, Revenue & Inventory

· Monitor room availability, rate plans, booking channels, reservation accuracy and inventory restrictions.

· Coordinate with Sales, Revenue Management and the Operations Manager on pricing, promotions, packages, group bookings and demand periods.

· Support occupancy, Average Daily Rate (ADR), Revenue per Available Room (RevPAR) and upselling targets.





· Review pickup, cancellations, no-shows, rooming lists and forecast reports; highlight opportunities and risks.

· Promote room upgrades and relevant hotel services ethically, without compromising guest experience.

Billing, Cashiering & Controls

· Ensure accurate folio preparation, billing, payment collection, refunds and authorised adjustments.

· Monitor cash floats, cashier reports, credit limits, city ledger and pending settlements in coordination with Accounts.

· Ensure proper documentation and approvals for discounts, complimentary rooms, rebates and room changes.

· Review night audit reports and resolve discrepancies with Accounts / Night Audit.

People Management & Training

· Prepare duty rosters, allocate responsibilities and maintain adequate shift coverage.

· Coach, train and evaluate team members on grooming, communication, hotel systems, service standards and emergency procedures.

· Conduct briefings, performance reviews and on-the-job training; identify development needs.

· Maintain discipline, attendance, grooming and professional conduct within the department.

Interdepartmental Coordination

· Coordinate closely with Housekeeping for room readiness, room status, amenities, VIP setups and maintenance follow-up.

· Work with Engineering / Maintenance on guest-room defects and urgent repairs.

· Coordinate with Food & Beverage, Security, Accounts, Sales and other departments to ensure seamless service.

· Communicate occupancy forecasts, VIP movements, group arrivals and operational priorities to relevant teams.

Systems, Reporting & Administration

· Ensure accurate use of the Property Management System (PMS), channel manager, CRM and other hotel systems.

· Maintain guest profiles, registration records, shift reports, logbooks and incident documentation.

· Prepare daily, weekly and monthly reports covering occupancy, ADR, RevPAR, revenue,



guest feedback, upselling and team performance.

· Protect guest information, system access credentials and confidential hotel records.

Key Performance Indicators (KPIs)

· Guest satisfaction scores, complaint response time and complaint-resolution rate.

· Check-in / check-out efficiency and front desk service quality.

· Room upselling revenue and achievement of assigned revenue targets.

· Reservation accuracy, room inventory control and reduction in billing errors.

· Occupancy, ADR and RevPAR contribution in coordination with Sales / Revenue Management.

· Audit compliance, cash-handling accuracy and timely submission of reports.

· Employee attendance, training completion, grooming and productivity.

Qualifications & Experience

· Graduate or diploma in Hotel Management, Hospitality or a related discipline preferred.

· Typically 4–6 years of hotel front office experience, including at least 1–2 years in a supervisory or managerial role; requirements may vary by property.

· Working knowledge of hotel PMS, reservations, OTA processes, cashiering and guest-service standards.

· Strong spoken and written communication in English; Tamil and other regional languages are an advantage.

· Strong leadership, problem-solving, guest-handling, reporting and coordination skills.

Authority & Decision-Making

· Allocate rooms and assign front office duties within approved hotel policies.

· Resolve routine guest concerns and recommend service recovery within the approved authority matrix.

· Recommend rate, upgrade, discount, refund or complimentary-room exceptions for approval by the authorised manager.

· Escalate safety incidents, high-value disputes, suspected fraud, serious complaints and policy exceptions immediately.

Working Conditions

· Requires shift-based work, including early mornings, evenings, nights, weekends and holidays.

· Requires regular presence in the lobby and front office, with coordination across hotel departments.

· Must remain calm and professional during high occupancy, peak arrivals, events and emergency situations.

Pay: ₹20,000.00 - ₹40,000.00 per month

Benefits

- Flexible schedule
- Food provided
- Paid time off

Work Location: In person

📌 Front Office Manager (Tiruvannamalai)
🏢 Hytech Goodwill Global
📍 Tiruvannamalai