Front Office Manager

A. Front Office Operations Manage and supervise all daily front desk operations. Handle guest check-ins, check-outs, room allocations and reservations. Ensure that all guest arrivals and departures are handled professionally. Maintain accurate guest registration records and booking details. Ensure proper maintenance of room availability and occupancy records. Handle walk-in guests, telephone enquiries and booking requests. Ensure that the reception area remains clean, organised and presentable. Maintain proper handover records between shifts. B. Guest Relationship & Customer ServiceWelcome guests warmly and ensure a comfortable check-in experience. Handle guest complaints, feedback and special requests professionally. Resolve guest issues promptly and coordinate with the concerned departments. Maintain good relationships with guests to encourage repeat visits. Ensure special arrangements for VIP guests, families and corporate visitors. Monitor guest satisfaction throughout their stay. Encourage guests to share feedback and reviews on Google and other online platforms. C. Reservation & Booking ManagementManage room reservations received through phone calls, WhatsApp, email, website and OTAs. Verify booking details, guest information, payment status and arrival dates. Maintain accurate reservation records and room inventory. Coordinate with the sales and marketing team regarding bookings and special packages. Monitor cancellations, modifications, no-shows and booking confirmations. Ensure proper communication of room availability and rates. Avoid overbooking and maintain accurate occupancy records. D. Staff Management & CoordinationSupervise front office executives, receptionists and guest service personnel. Prepare staff duty rosters and shift schedules. Ensure employees follow proper grooming, discipline and professional behaviour. Train front office staff in guest handling, communication and hospitality standards. Monitor employee attendance, punctuality and work performance. Conduct shift briefings and ensure proper communication between teams. E. Inter departmental Coordination Coordinate with housekeeping to ensure rooms are clean and ready before guest check-in. Coordinate with the restaurant team regarding breakfast, meal plans and special food requirements. Coordinate with the banquet team for event bookings and guest arrangements. Inform the maintenance team about room defects, electrical issues, plumbing problems and other maintenance requirements. Ensure all departments work together to deliver a smooth guest experience. F. Billing, Cash & Financial ManagementSupervise guest billing, invoice preparation and payment collection. Ensure all guest payments are properly recorded. Monitor advance payments, pending balances and refunds. Verify daily cash transactions and payment settlements. Maintain accurate records of room revenue and other guest charges. Prepare daily revenue and occupancy reports for management. Ensure proper handling of cash, card, UPI and online payments. G. Safety, Security & ComplianceEnsure proper guest registration and maintenance of identity documents. Follow applicable police guest-registration and reporting requirements. Maintain accurate visitor and guest movement records as required. Ensure compliance with resort policies and hospitality standards. Coordinate with security personnel regarding guest safety. Immediately report any emergency, security concern or unusual incident to management.