Senior Front Desk Manager

Location: Manāli

Job Title:

Senior Front Desk Manager (Resident)

Location:

Joey's Hostel, Old Manali
About Joey's Hostel   Joey's Hostel is one of India's leading backpacker hostel brands, known for creating memorable travel experiences through exceptional hospitality, vibrant community events, and outstanding guest service. We believe every guest interaction matters, and our teams play a key role in building the Joey's experience.
We are looking for an experienced and energetic Senior Front Desk Manager who can lead the front office operations while contributing to the overall management of the property. This role is ideal for someone who enjoys taking ownership, solving operational challenges, leading teams, and delivering exceptional guest experiences.

Key Responsibilities  Front Office Operations    Oversee all front desk operations across all shifts.
Ensure smooth check-ins, check-outs and guest assistance.
Handle guest complaints professionally and ensure timely resolution.
Maintain high guest satisfaction scores and encourage positive online reviews.
Ensure all reservations are accurately managed through the PMS.

Team Leadership    Lead, mentor and train Front Desk Executives.
Prepare duty rosters and ensure adequate staffing.
Conduct daily shift briefings and maintain operational discipline.
Monitor employee performance and provide regular feedback.
Build a guest-first culture within the team.
Revenue & Sales    Maximize walk-in conversions and upsell rooms, activities and in-house services.
Coordinate with OTA platforms and reservations team for inventory and pricing updates.
Monitor occupancy, ADR and room availability.
Identify opportunities to improve ancillary revenue.

Operations Management    Coordinate closely with Housekeeping, Maintenance, Kitchen and Community teams.
Ensure rooms are guest-ready as per brand standards.
Monitor cleanliness and presentation of all public areas.
Ensure smooth daily property operations.
Handle operational issues proactively before they affect guests.

Administration & Reporting    Conduct daily cash reconciliation and maintain financial accuracy.
Prepare daily operational and revenue reports.
Maintain guest records, statutory registers and documentation.
Ensure compliance with company policies and local regulations.

Quality & Compliance    Ensure SOPs are followed consistently across departments.
Monitor service quality and implement improvements.
Support internal audits and operational reviews.
Maintain safety, hygiene and security standards.

What We're Looking For    3–6 years of experience in hotels, hostels or resorts.
At least 2 years in a supervisory or leadership role within Front Office.
Strong understanding of hospitality operations.

Experience with hotel PMS (eZee, Stayflexi, Opera or similar).
Excellent communication and guest handling skills.
Strong leadership and people management abilities.
Comfortable handling escalations and making operational decisions.
Financial awareness including cash handling and basic reporting.
Ability to work in a fast-paced, resident hospitality environment.

Preferred Qualifications    Graduate in Hotel Management or Hospitality Management preferred.
Experience in backpacker hostels or boutique hotels is an advantage.
Comfortable using Microsoft Excel and Google Workspace.
Willingness to stay on the property (resident role).

What Success Looks Like    Consistently high guest satisfaction ratings.
Smooth daily operations with minimal escalations.
Well-trained and motivated front office team.
Strong coordination between all operational departments.
Accurate reporting and cash management.
Ability to independently manage property operations during the absence of senior management.

Why Join Joey's Hostel?
Opportunity to work with one of India's fastest-growing backpacker hostel brands.
High level of ownership and decision-making.
Exposure to complete hotel operations beyond the front office.
Leadership development and career growth opportunities.
Dynamic work environment with travellers from around the world.
Competitive salary, accommodation and meals (as applicable).