Front Office Manager

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 good 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.