Front Office Manager

Front Office Manager (FOM)

Department

Front Office

Position

Front Office Manager (FOM)

Reports To

General Manager / Rooms Division Manager

Location

Viraj Khand-4, Gomti Nagar, Lucknow

Employment Type

Full-Time

Experience

5–8 years in Front Office operations, preferably with 2–3 years in a supervisory/managerial role

Position Overview

We are looking for an experienced and guest-focused Front Office Manager (FOM) to lead the Front Office team and oversee the smooth and efficient operation of the hotel's reception and guest services.

The Front Office Manager will be responsible for ensuring exceptional guest experiences, effective room inventory management, accurate front-office procedures, team supervision, and coordination with all operational departments. The ideal candidate should have strong leadership, communication, problem-solving, and hotel operations skills.

Key Responsibilities

Front Office Operations

Manage the day-to-day operations of the Front Office, including Reception, Guest Relations, Bell Desk and related guest services.

Ensure smooth check-in and check-out procedures.

Monitor room status, room availability and daily occupancy.

Ensure accurate handling of reservations, room assignments, extensions, upgrades and walk-in guests.

Maintain high standards of service and professional guest interaction.

Ensure all Front Office procedures are followed consistently.

Guest Experience & Relations

Welcome and assist guests professionally and ensure a warm arrival experience.

Handle guest requests, complaints and service recovery effectively.

Follow up on guest feedback and coordinate corrective action where required.

Maintain strong relationships with regular, VIP and corporate guests.

Ensure guest satisfaction throughout the stay.

Team Management

Supervise, train, coach and motivate Front Office team members.

Prepare duty rosters and allocate responsibilities according to business requirements.

Conduct briefings at the beginning of shifts and ensure proper handovers.

Monitor employee grooming, discipline, attendance and performance.

Identify training requirements and provide on-the-job coaching.

Maintain adequate staffing levels during peak occupancy, weekends and special events.

Room & Revenue Coordination

Monitor daily occupancy, arrivals, departures and room availability.

Coordinate with Reservations and Revenue teams regarding room inventory and special requirements.

Monitor room upgrades and complimentary rooms according to approved hotel policies.

Ensure proper handling of room rates, discounts and packages.

Coordinate with Housekeeping regarding room readiness and discrepancies.

Interdepartmental Coordination

Coordinate closely with Housekeeping for room status, priority rooms, early check-ins and late check-outs.

Coordinate with F&B for guest requirements, packages and special occasions.

Work with Accounts on billing, settlements, credit arrangements and financial discrepancies.

Coordinate with Sales & Marketing regarding group arrivals, corporate guests and special events.

Maintain effective communication with Security and Engineering regarding guest and operational matters.

Cash, Billing & Documentation

Ensure accurate guest billing and settlement procedures.

Monitor cash handling, credit card transactions and other payment methods.

Ensure proper handling of deposits, refunds and outstanding balances.

Review Front Office reports and daily transactions.

Ensure proper documentation and shift handovers.

Night Audit & Operational Controls

Ensure proper completion and review of daily Front Office reports.

Coordinate with the Night Audit team and ensure discrepancies are identified and resolved.

Monitor room revenue, occupancy statistics and other relevant operational reports.

Ensure all transactions are accurately recorded in the hotel's PMS.

Safety, Security & Compliance

Ensure compliance with hotel policies, SOPs and applicable statutory requirements.

Ensure proper guest registration and documentation.

Maintain confidentiality of guest information.

Follow hotel emergency, fire and security procedures.

Report unusual incidents, accidents or security concerns to management immediately.

Standards & Quality

Maintain high standards of hospitality, grooming and professional conduct.

Conduct regular inspections of Front Office areas.

Ensure SOPs are updated and followed by the team.

Monitor service standards and identify opportunities for improvement.

Support management in achieving guest satisfaction and operational targets.

Key Skills & Competencies

Strong Front Office and hotel operations knowledge

Excellent guest-handling and communication skills

Leadership and team-management ability

Problem-solving and decision-making skills

Strong knowledge of PMS operations

Knowledge of reservations, room inventory and billing procedures

Good understanding of hotel revenue and occupancy concepts

Ability to handle pressure during high-occupancy periods

Conflict-resolution and complaint-handling skills

Professional grooming and presentation

Good computer and MS Office skills

Qualification

Bachelor's degree/diploma in Hotel Management or Hospitality Management preferred.

Candidates with relevant hotel operational experience may also be considered.

Experience

5–8 years of relevant Front Office experience, preferably including experience as an Assistant Front Office Manager, Duty Manager, or Front Office Manager in a hotel/resort environment.

Performance Expectations

The Front Office Manager will be expected to

Maintain smooth and efficient Front Office operations.

Deliver consistently high guest-service standards.

Ensure accurate room inventory and Front Office transactions.

Build and maintain a professional and motivated Front Office team.

Minimize guest complaints and ensure timely service recovery.

Maintain effective coordination between Front Office and other hotel departments.

Support the hotel in achieving occupancy, revenue and guest-satisfaction objectiv