Assistant Front Office Manager

Assistant Front Office Manager – Centro Hotels

Location: Pune, India

About Us:

Centro Hotels, a part of SARC Hospitality, stands out by creating exceptional guest experiences through thoughtful design, sustainability, and innovative service. Our properties, including Chirp Café and Bloom Event Space, reflect our commitment to redefining hospitality. We are looking for an Assistant Front Office Manager to lead our front desk team, ensuring seamless operations and unparalleled guest service.

Job Overview:

The Assistant Front Office Manager will be responsible for overseeing all front desk activities, managing the front office team, and ensuring an exceptional guest experience from arrival to departure. This role demands a proactive leader with excellent problem-solving skills, a guest-first mindset, and the ability to manage a fast-paced hospitality environment.

Key Responsibilities:

Front Office Operations Management:

• Oversee daily operations of the front desk, including check-ins, check-outs, and room allocations.

• Ensure smooth handling of reservations, cancellations, and modifications through the Property Management System (PMS).

• Monitor guest service metrics and address operational issues proactively to maintain service standards.

Guest Delight, Standards, and SOP Setting:

• Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency in front office operations and service delivery.

• Focus on creating delightful guest experiences by anticipating needs and offering personalized touches to enhance their stay.

• Ensure team members adhere to brand standards, reflecting Centro Hotels' commitment to excellence.

Training, Coaching, and Team Development:

• Manage, train, and coach front office staff to ensure they have the skills and knowledge required to deliver exceptional service.

• Conduct performance reviews, providing constructive feedback and development plans to foster growth.

• Organize regular training sessions on guest service, complaint resolution, and system proficiency.

Room Sales and Corporate Relations:

• Monitor and manage room inventory to maximize occupancy and revenue, implementing effective room sales strategies.

• Establish and nurture relationships with corporate clients to generate room bookings and long-term partnerships.

• Develop and execute strategies to attract corporate clients and manage special offers and packages for business travelers.

Credit Control and Finance Management:

• Manage and maintain corporate accounts, ensuring timely invoicing, payment follow-up, and credit control.

• Collaborate closely with the finance team to reconcile front office revenue with financial records, ensuring accuracy and compliance.

• Monitor outstanding payments from corporate clients and ensure adherence to credit policies.

Guest Relations and Issue Resolution:

• Handle guest complaints efficiently and professionally, ensuring swift resolution and recovery.

• Monitor and act on guest feedback from online reviews and in-person interactions to continually improve service.

• Build lasting relationships with guests through personalized service and memorable experiences.

Administration and Reporting:

• Prepare and manage operational reports, including occupancy, revenue, and guest satisfaction metrics.

• Coordinate with housekeeping, maintenance, and F&B departments to meet guest needs and ensure seamless service delivery.

• Set shift schedules to ensure 24/7 operational coverage and align staffing with peak periods.

Compliance and Safety Management:

• Ensure front office operations comply with hotel policies, health, and safety regulations.

• Conduct regular training on safety protocols and emergency procedures.

Qualifications:

• Bachelor's degree in Hospitality Management or a related field.

• 5+ years of experience in front office operations, preferably within the hospitality industry.

• Proven ability to lead a team in a dynamic, fast-paced environment.

• Strong interpersonal and communication skills with a focus on guest satisfaction.

• Proficiency in PMS software and MS Office, particularly Excel.

• Experience in managing corporate accounts, credit control, and financial reconciliation.

• Ability to work flexible hours, including nights, weekends, and holidays.

What We Offer:

• Competitive salary and benefits package.

• Opportunities for career growth and professional development within SARC Hospitality.

• A dynamic work environment that values teamwork, creativity, and excellence.

• Employee discounts at Chirp Café and Bloom Event Space.

Centro Hotels' Core Values:

• Guest-Centricity: Ensuring every guest interaction is warm, personalized, and exceeds expectations.

• Teamwork and Empowerment: Fostering a collaborative and supportive work environment.

• Sustainability: Committing to environmentally-friendly practices and socially responsible operations.

Job Type: Full-time

Pay: ₹27, ₹33,000.00 per month

Benefits:

• Food provided
• Provident Fund

Work Location: In person