Front Office Manager

1. A. Core Knowledge Areas

Hotel Operations Management

• Front office, housekeeping, F&B, sales, finance, security.

2.Revenue Management

• Pricing strategies, inventory control, forecasting.

3.Financial Management

Budgeting, P&L analysis, cost control, financial reporting.

4.Guest Experience & Service Quality

Service standards, guest satisfaction metrics, complaint handling.

5.Sales & Marketing

Market segmentation, online reputation management, digital marketing basics.

6.Human Resources

Recruitment, training, staff planning, performance appraisals.

7.Statutory Compliance

Local laws, fire safety, labour law, GST, food safety norms.

8.Technology & Property Management Systems (PMS)

Familiarity with Opera, IDS, Cloud PMS, POS systems.

9.B. Skills RequiredLeadership & Team Management

Ability to motivate, guide and discipline staff.

10.Decision-Making & Problem-Solving

Quick judgement in emergencies or operational issues.

11.Communication Skills

Professional communication with guests, vendors, and staff.

12.Analytical Skills

Ability to analyse financials, reports, and guest feedback.

13.Crisis Management & Adaptability

Handling complaints, contingencies & unexpected events.

14.Negotiation Skills

Vendor management, contract negotiation.

15.Strategic Planning

Long-term vision, business development.

16.Interpersonal & Relationship-Building

Building rapport with corporate clients, partners, and team.

17.Customer Service Standards

Guest interaction protocol, up-selling techniques.

18.PMS & Technology

Opera/IDS/Cloud PMS, POS, channel managers.

19.Room Inventory Management

Room status, yield management basics.

19.Hotel SOPs & Safety Standards

Fire safety, emergency procedures.

20.Cashiering & Night Audit Basics

Billing accuracy, floats, daily reports.

21.Coordination with Other Departments

Housekeeping, engineering, sales, F&B.

22.B. Skills RequiredGuest Handling & Service Orientation

Professional demeanor, empathy, complaint handling.

23.Team Supervision

Supervising reception, bell desk, concierge, and reservation teams.

24.Communication Skills

Clear, polite, confident interaction with guests & staff.

25.Multitasking & Time Management

Handling peak check-in/check-out rush.

26.Attention to Detail

Accuracy in billing, room assignment, guest preferences.

27.Problem-Solving & Conflict Resolution

Quick resolution of guest issues.

28.Sales Ability

Up-selling rooms, packages, and services.

29.Grooming & Professional Etiquette

Maintaining the hotel’s first impression.