Job Description Front Office Manager
Department: Front Office / Rooms
Reports to: General Manager
Location: Bihar
Property Type: Full-service hotel with multiple buildings
Role Summary
The Front Office Manager is responsible for managing all front office operations, ensuring smooth guest arrivals and departures, coordinating closely with housekeeping, and maintaining consistent service quality across the property.
This role requires a hands-on leader who understands structured hotel operations, guest handling, and team management, and can bring discipline and clarity to day-to-day front office functioning.
Key Responsibilities
Front Office Operations
- Oversee daily front office activities including reception, guest handling, and shift operations
- Ensure smooth and efficient check-in and check-out processes
- Manage room allocation, room status, and inventory across buildings
- Monitor daily arrivals, departures, VIPs, groups, and special requests
Guest Experience & Communication
- Proactively communicate with guests prior to arrival for confirmation and special requirements
- Handle escalated guest complaints and ensure effective resolution
- Ensure courteous, professional, and consistent guest interaction at all times
- Monitor guest feedback and work on service improvement
Housekeeping & Coordination
Coordinate closely with housekeeping to ensure:
- Timely room readiness
- Accurate room status updated
- Special instructions are communicated and executed
Work with maintenance and security teams as required to resolve guest issues
Team Leadership & Supervision
- Lead, schedule, and supervise front office staff
- Maintain discipline, grooming standards, and attendance
- Train staff on SOPs, guest handling, and system usage
- Conduct daily briefings and shift handovers
Systems, Controls & Reporting
- Ensure accurate usage of PMS and billing systems
- Oversee cash handling, postings, and handovers
- Prepare and share daily reports on occupancy, issues, and operational status
- Support night audit and ensure operational compliance
Qualifications & Experience
- Degree or diploma in Hotel Management / Hospitality
- 610 years of experience in front office operations
- At least 23 years in a supervisory or managerial front office role
- Experience handling mid-scale or full-service hotels
- Working knowledge of PMS and front office reporting
- Strong communication skills (English & Hindi)
Key Competencies
- Strong operational discipline
- Guest-first mindset
- Team leadership and coordination
- Problem-solving and decision-making
- Ability to manage pressure and peak operations
Performance Expectations
- Smooth daily front office operations
- High room readiness accuracy
- Timely complaint resolution
- Positive guest feedback trends
- Stable and disciplined front office team
What We Offer
- Stable and professionally run hotel environment
- Direct interaction with ownership and senior management
- Authority to manage and improve front office systems
- Competitive compensation based on experience
- Long-term growth opportunity as the group expands
