Front Office Manager

Front Office Manager

— Job Description
Position :
Front Office Manager
Reports to :
General Manager
Department :
Front Office / Guest Services
Location :
Lemon Tree Hotel, Ranchi
Role Summary
The Front Office Manager owns the complete front office function — from guest-facing service delivery to the reporting, forecasting, and communication work that keeps leadership informed. This role requires someone equally comfortable leading a floor team through a busy check-in rush and sitting down to build an occupancy forecast or respond to a guest review with equal care.

Key Responsibilities
Operations & Team Management
Oversee daily front office operations — check-in, check-out, reservations, and guest requests
Supervise, train, and schedule GSAs and front office staff; conduct regular walkarounds to monitor real-time service quality
Coordinate with Housekeeping, F&B, and Sales for room readiness, guest service delivery, and group/banquet-linked bookings
Handle escalated guest complaints and service recovery directly
Conduct performance reviews and coordinate with HR on conduct or disciplinary matters
Documentation & Records
Maintain accurate SOPs for front desk operations, cash handling, and billing
Ensure shift handover logs, incident reports, and guest complaint records are properly filed
Maintain VIP/repeat guest history and lost & found records
Support security, FSSAI, and other regulatory walkthroughs relevant to front office areas
Email & Written Communication
Manage correspondence with corporate accounts, travel agents, and group contacts on rates, availability, and confirmations
Communicate clearly with other departments on room status, guest requests, and operational issues
Escalate service failures in writing for management visibility and follow-up
Review Replies & Online Reputation
Monitor and respond to guest reviews across platforms (Google, Trip Advisor, , Easy Diner, etc.), including service recovery responses to negative feedback
Coordinate with GSAs on the hotel's review-generation practice, tracking staff-name mentions for performance recognition
Identify recurring feedback themes and report actionable insights to the GM
Budget & Occupancy Forecasting
Prepare daily, weekly, and monthly occupancy forecasts using bookings, historical trends, and seasonal patterns
Track ARR, RevPAR, and occupancy against targets, flagging deviations to the GM
Support rate strategy using demand pacing and channel-mix data (OTA vs. direct vs. corporate)
Monitor front-office operational costs against budget and contribute to monthly cost/revenue reporting
Requirements
Bachelor's degree in Hotel Management or related field preferred
3-5+ years of front office experience in a branded hotel, with 1-2+ years in a supervisory capacity
Strong written and verbal communication skills — comfortable both on the floor and drafting professional correspondence/review responses
Working knowledge of PMS software and comfort with Excel for forecasting and reporting
Detail-oriented with genuine ownership of documentation, not just guest-facing service
Ability to work varied shifts, including weekends and holidays