A. Front Office Operations Manage and supervise all daily front desk operations.

- Handle guest check-ins, check-outs, room allocations and reservations.
- Ensure that all guest arrivals and departures are handled professionally.
- Maintain accurate guest registration records and booking details.
- Ensure proper maintenance of room availability and occupancy records.
- Handle walk-in guests, telephone enquiries and booking requests.
- Ensure that the reception area remains clean, organised and presentable.
- Maintain proper handover records between shifts.

B. Guest Relationship & Customer ServiceWelcome guests warmly and ensure a comfortable check-in experience.

- Handle guest complaints, feedback and special requests professionally.
- Resolve guest issues promptly and coordinate with the concerned departments.
- Maintain positive relationships with guests to encourage repeat visits.
- Ensure special arrangements for VIP guests, families and corporate visitors.
- Monitor guest satisfaction throughout their stay.
- Encourage guests to share feedback and reviews on Google and other online platforms.

C. Reservation & Booking ManagementManage room reservations received through phone calls, WhatsApp, email, website and OTAs.

- Verify booking details, guest information, payment status and arrival dates.
- Maintain accurate reservation records and room inventory.
- Coordinate with the sales and marketing team regarding bookings and special packages.
- Monitor cancellations, modifications, no-shows and booking confirmations.
- Ensure proper communication of room availability and rates.
- Avoid overbooking and maintain accurate occupancy records.

D. Staff Management & CoordinationSupervise front office executives, receptionists and guest service personnel.





- Prepare staff duty rosters and shift schedules.
- Ensure employees follow proper grooming, discipline and professional behaviour.
- Train front office staff in guest handling, communication and hospitality standards.
- Monitor employee attendance, punctuality and work performance.
- Conduct shift briefings and ensure proper communication between teams.

E. Inter departmental Coordination Coordinate with housekeeping to ensure rooms are clean and ready before guest check-in.

- Coordinate with the restaurant team regarding breakfast, meal plans and special food requirements.
- Coordinate with the banquet team for event bookings and guest arrangements.
- Inform the maintenance team about room defects, electrical issues, plumbing problems and other maintenance requirements.
- Ensure all departments work together to deliver a smooth guest experience.

F. Billing, Cash & Financial ManagementSupervise guest billing, invoice preparation and payment collection.

- Ensure all guest payments are properly recorded.
- Monitor advance payments, pending balances and refunds.
- Verify daily cash transactions and payment settlements.
- Maintain accurate records of room revenue and other guest charges.
- Prepare daily revenue and occupancy reports for management.
- Ensure proper handling of cash, card, UPI and online payments.

G. Safety, Security & ComplianceEnsure proper guest registration and maintenance of identity documents.

- Follow applicable police guest-registration and reporting requirements.
- Maintain accurate visitor and guest movement records as required.
- Ensure compliance with resort policies and hospitality standards.
- Coordinate with security personnel regarding guest safety.
- Immediately report any emergency, security concern or unusual incident to management.

📌 Front Office Manager (Kolkata)
🏢 Palli Bangla Resorts
📍 Kolkata