Key Responsibilities
- Front Office Operations
- Oversee daily operations of Reception, Bell Desk, and Guest Services.
- Ensure smooth and efficient guest check-in, check-out, and room allocation.
- Monitor room availability, occupancy levels, and coordinate closely with Housekeeping.
- Handle cash transactions, billing accuracy, and night audit support.
- Ensure proper use of Property Management System (PMS).
- Guest Relations
- Ensure high standards of guest satisfaction and service etiquette.
- Handle guest complaints, special requests, and VIP arrivals professionally.
- Maintain guest history records and repeat guest recognition.
- Coordinate welcome amenities and special arrangements.
- Staff Management
- Supervise, train, and schedule front office staff.
- Conduct daily briefings and ensure staff grooming and behavior standards.
- Monitor attendance, performance, and discipline.
- Assist in recruitment and onboarding of front office personnel.
- Revenue & Control
- Maximize room revenue through upselling and occupancy optimization.
- Monitor room rates, discounts, and compliance with approved tariffs.
- Control front office expenses and prevent revenue leakage.
- Ensure proper handling of cash, credit cards, and city ledger accounts.
- Coordination & Communication
- Liaise with Housekeeping, Engineering, F&B, and Sales departments.
- Communicate guest feedback and operational issues to management.
- Coordinate with travel agents, OTAs, and corporate clients when required.
- Compliance & Reporting
- Ensure compliance with hotel policies, statutory regulations, and safety norms.
- Prepare daily occupancy reports, arrival/departure lists, and management reports.
- Ensure adherence to government requirements (ID verification, FRRO where applicable).
Skills & Competencies
- Strong leadership and people-management skills
- Excellent communication and guest-handling abilities
- Working knowledge of PMS (e.g., Opera, IDS, StayFlex, etc.)
- Good understanding of room inventory and revenue basics
- Problem-solving and decision-making skills
Qualifications & Experience:
- Degree or Diploma in Hotel Management or Hospitality
- 3–6 years of experience in Front Office operations
- Minimum 1–2 years in a supervisory or managerial role
- Experience in a 3-star or similar category hotel preferred
Working Conditions:
- Rotational shifts including night duty, weekends, and holidays
- High guest interaction and operational responsibilit
