Front Office Manager
2 days ago
Experience with WinHMS software is a must
Budgeted salary is 35k CTC
Key Responsibilities:
Guest Service & Operations
- Supervise all front office activities, ensuring prompt, courteous, and efficient service to guests.
- Handle guest feedback, complaints, and special requests with professionalism and empathy.
- Oversee check-in/check-out operations, room allocations, and coordination for VIPs, groups, and weddings.
- Ensure all guest arrivals, amenities, and preferences are handled as per established SOPs.
- Maintain a high level of visibility in the lobby and public areas, interacting with guests regularly.
- Ensure accuracy in billing, cash handling, and night audit processes.
Team Leadership & Coordination
- Lead, guide, and motivate the front office team to deliver consistent service excellence.
- Conduct shift briefings, allocate tasks, and ensure proper handovers.
- Coordinate with Housekeeping, F&B, Engineering, and Security to ensure smooth daily operations.
- Support the recruitment, onboarding, and training of new front office associates.
- Maintain discipline, grooming, and performance standards across the department.
Administration & Reporting
- Prepare daily occupancy reports, VIP lists, and operational summaries for management.
- Monitor revenue from upselling, room upgrades, and other front office initiatives.
- Ensure accurate data entry in WinHMS and maintain guest history records.
- Review and implement SOPs for efficient workflow and service consistency.
Guest Experience & Brand Standards
- Uphold Mosaic Collection brand values by ensuring warm hospitality and attention to detail.
- Monitor guest feedback on various platforms (TripAdvisor, Google, etc.) and assist in driving improvements.
- Implement service recovery strategies to enhance guest loyalty and repeat business.
Safety & Compliance
- Ensure all safety, fire, and emergency procedures are known and followed by the team.
- Handle emergency situations calmly and coordinate with concerned departments.
- Maintain confidentiality of guest information and hotel data.
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