About this 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 functionsLead and supervise the front office team in the absence of the Front Office Manager, ensuring continuity of service and operational efficiencyTrain, mentor, and develop team members within the department, fostering professional growth and succession planning opportunitiesConduct regular performance reviews and appraisals for front office staff, providing constructive feedback and supporting career development initiativesEnsure strict compliance with hotel policies, procedures, and operational guidelines through regular quality assurance inspections and auditsManage guest check-ins and check-outs with efficiency and professionalism, ensuring all guests receive a warm welcome and seamless experienceAddress guest feedback and complaints with empathy and professionalism, resolving issues promptly and implementing follow-up measures to enhance satisfactionMaintain optimal staffing levels aligned with hotel occupancy rates and productivity metrics, ensuring efficient resource allocation and schedulingCollaborate with other departments to coordinate integrated guest services and ensure seamless communication across the organisationMonitor 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 environmentProven supervisory or management experience with demonstrated ability to lead and develop team membersProficiency in hotel property management systems (PMS) and front office software applicationsExcellent communication and interpersonal skills with ability to interact professionally at all organisational levelsStrong problem-solving and customer-centric approach to guest relations and complaint resolutionFluency in English; proficiency in Hindi or Indian regional languages highly desirableStrong organisational and time management skills with ability to multitask in fast-paced environmentsProfessional presentation and commitment to high standards of conduct