Front Office Manager

4 weeks ago

Kohima, Nagaland, India HOTEL POLO TOWERS GROUP Full time

Pre-Opening Phase:

  • Assist in recruiting, training, and onboarding the Front Office team (reception, concierge, guest relations, bell desk, and operators).
  • Set up SOPs, checklists, and guest handling protocols in alignment with brand standards.
  • Oversee the installation, testing, and go-live of front office systems (e.g., PMS, telephony, key management, mobile check-in).
  • Support mock drills and trial runs to prepare the department for operational readiness.

Guest Experience Management:

  • Ensure seamless check-in/check-out, VIP handling, and guest services are delivered with consistency and warmth.
  • Handle guest complaints and service recovery proactively, maintaining high satisfaction scores.
  • Personally welcome dignitaries, VIPs, repeat guests, and corporate partners to uphold brand loyalty.

Team Leadership & Training:

  • Lead and mentor a team of front desk agents, guest relations executives, concierge staff, and bell desk personnel.
  • Implement daily briefings, performance reviews, and grooming standards.
  • Coordinate with HR and L&D to drive continuous learning, cross-training, and career development plans.

Operational Excellence & Reporting:

  • Monitor daily occupancy, arrivals/departures, and group movement to ensure manpower and operational readiness.
  • Ensure cash handling, billing, night audit, and guest folio management is accurate and audit-ready.
  • Maintain departmental budgets, cost controls, and forecast accuracy.

Interdepartmental Coordination:

  • Liaise closely with Housekeeping, Engineering, F&B, and Security to ensure a seamless guest experience.
  • Collaborate with Sales & Reservations for group check-ins, room blocks, and special requests.

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