Front Office Manager
Published date: 2026/11/09
- Location: Mumbai, Maharashtra, India
CONSTITUENTS
§ Guests
§ Employees
§ Hotel Owners
§ ManagementTeam
INDICATORS OF SUCCESS
§ Customer Satisfaction & loyalty goals(complaints per thousand, comment cards, annual quality review)
§ Achievement of employee engagement survey(Kenexa) and retention goals for department
AREAS OF RESPONSIBILITY
Participates in the development and implementation of strategies FrontOffice and Concierge that support achievement of the hotel's goals
Manages the operation of the front office and related areas duringassigned shifts
§ Creates the first impression by supervising the door, concierge andfront office areas
§ Participates in the development and implementation of processes andprocedures for assigned departments which support achievement of service andfinancial goals
§ Participates in the preparation of the annual budget; monitorsachievement of budget and takes corrective steps as appropriate
§ Prepares and analyses reports in order to develop an informativedatabase for decision making and to communicate upcoming business throughoutthe hotel
§ Analyses business forecasts and schedules accordingly
§ Ensures that front desk handles billing and cash in accordance withhotel's standards
§ Plans and co-ordinates hotel housing activities by working closely withsales, catering, housekeeping and other departments
§ Ensures seamless transition during shift changes by developing andimplementing processes for shifts to communicate with one another
§ Greets all arriving VIP's, is visible and in contact with guests in apublic relations capacity. Logs any points of concern and promptlyresolves/actions requests of guest as a "First Effort" priority. Follow upcall(s) are to be made to ensure the guests expectations are met and exceeded.
§ Guests
§ Employees
§ Hotel Owners
§ ManagementTeam
INDICATORS OF SUCCESS
§ Customer Satisfaction & loyalty goals(complaints per thousand, comment cards, annual quality review)
§ Achievement of employee engagement survey(Kenexa) and retention goals for department
AREAS OF RESPONSIBILITY
Participates in the development and implementation of strategies FrontOffice and Concierge that support achievement of the hotel's goals
Manages the operation of the front office and related areas duringassigned shifts
§ Creates the first impression by supervising the door, concierge andfront office areas
§ Participates in the development and implementation of processes andprocedures for assigned departments which support achievement of service andfinancial goals
§ Participates in the preparation of the annual budget; monitorsachievement of budget and takes corrective steps as appropriate
§ Prepares and analyses reports in order to develop an informativedatabase for decision making and to communicate upcoming business throughoutthe hotel
§ Analyses business forecasts and schedules accordingly
§ Ensures that front desk handles billing and cash in accordance withhotel's standards
§ Plans and co-ordinates hotel housing activities by working closely withsales, catering, housekeeping and other departments
§ Ensures seamless transition during shift changes by developing andimplementing processes for shifts to communicate with one another
§ Greets all arriving VIP's, is visible and in contact with guests in apublic relations capacity. Logs any points of concern and promptlyresolves/actions requests of guest as a "First Effort" priority. Follow upcall(s) are to be made to ensure the guests expectations are met and exceeded.
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