Front Office Manager
IHG · India
- Oversee the day-to-day operations of the Front Office, including Reception, Concierge, Bell Desk, Guest Relations, and Reservations coordination.
- Ensure exceptional guest service and maintain high standards of guest satisfaction.
- Manage guest check-ins, check-outs, VIP arrivals, special requests, and guest complaints professionally.
- Monitor room inventory, occupancy, room rates, and revenue opportunities in coordination with the Revenue and Sales teams.
- Lead, train, motivate, and develop the Front Office team to achieve operational excellence.
- Ensure proper coordination with Housekeeping, Sales, Revenue, Reservations, and other hotel departments.
- Monitor guest feedback, online reviews, and service recovery initiatives.
- Ensure compliance with hotel policies, standard operating procedures, safety standards, and statutory requirements.
- Prepare departmental reports, duty rosters, and performance updates.
- Control departmental expenses while maintaining service quality and operational efficiency.
- Bachelor’s degree or diploma in Hotel Management or a related field.
- Minimum 5–8 years of experience in the hotel industry, preferably with experience in a supervisory or managerial Front Office role.
- Strong knowledge of hotel property management systems (PMS), guest handling, room inventory, and Front Office procedures.
- Excellent leadership, communication, interpersonal, and problem-solving skills.
- Strong guest relationship management and complaint-handling abilities.
- Good understanding of room revenue, upselling, occupancy management, and departmental budgeting.
- Proficiency in English; knowledge of additional languages will be an advantage.
- Guest-centric, professional, and well-groomed.
- Strong leadership and team management capabilities.
- Excellent decision-making and conflict-resolution skills.
- Ability to work under pressure and manage multiple priorities.
- Passionate about delivering memorable guest experiences and maintaining brand standards.