About the role
- Assist the Front Office Manager in overseeing all front office operations, including front desk, guest relations, airport services, concierge, bell services, and executive lounge functions
- Lead and supervise the front office team in the absence of the Front Office Manager, ensuring continuity of service and operational efficiency
- Train, mentor, and develop team members within the department, fostering professional growth and succession planning opportunities
- Conduct regular performance reviews and appraisals for front office staff, providing constructive feedback and supporting career development initiatives
- Ensure strict compliance with hotel policies, procedures, and operational guidelines through regular quality assurance inspections and audits
- Manage guest check-ins and check-outs with efficiency and professionalism, ensuring all guests receive a warm welcome and seamless experience
- Address guest feedback and complaints with empathy and professionalism, resolving issues promptly and implementing follow-up measures to enhance satisfaction
- Maintain optimal staffing levels aligned with hotel occupancy rates and productivity metrics, ensuring efficient resource allocation and scheduling
- Collaborate with other departments to coordinate integrated guest services and ensure seamless communication across the organisation
- Monitor departmental budgets and identify cost-saving opportunities whilst maintaining service excellence and operational standards
- Bachelor's degree in Hotel Management, Hospitality Management, Tourism, or related field (Diploma with 7+ years relevant experience acceptable)
- Minimum 5-7 years of progressive front office operations experience in a luxury or upscale hotel environment
- Proven supervisory or management experience with demonstrated ability to lead and develop team members
- Proficiency in hotel property management systems (PMS) and front office software applications
- Excellent communication and interpersonal skills with ability to interact professionally at all organisational levels
- Strong problem-solving and customer-centric approach to guest relations and complaint resolution
- Fluency in English; proficiency in Hindi or Indian regional languages highly desirable
- Strong organisational and time management skills with ability to multitask in fast-paced environments
- Professional presentation and commitment to high standards of conduct