Front Office Manager

The Leela Gandhinagar; Gandhinagar; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

The Leela Gandhinagar in Gandhinagar, India is seeking a seasoned Front Office leader to oversee day-to-day operations, supervise the Front Office team, and ensure exceptional guest service across the guest journey.

The role requires strong PMS knowledge, luxury hotel experience, and the ability to drive revenue through upselling, handle complaints, and coordinate with Housekeeping and other departments during high-demand periods.

Qualifications

• Degree in Hotel Management is required.
• 10–12 years of Front Office experience.
• Experience in luxury or five-star hotels preferred.

Responsibilities

• Oversee day-to-day Front Office operations and ensure efficient functioning.
• Ensure exceptional guest service and high guest satisfaction throughout the journey.
• Lead and guide Front Office team including Duty Managers, Guest Relations, Front Desk, Bell Desk, and Airport Representatives.

Skills

Leadership

Guest service

Communication

Problem solving

PMS knowledge

Front Office ops

Education

Bachelor's in Hotel Management

Tools

PMS

Booking systems

Job description

Key Responsibilities

• Oversee the day-to-day operations of the Front Office, ensuring smooth and efficient functioning of the department.
• Ensure exceptional guest service and maintain high standards of guest satisfaction throughout the guest journey.
• Supervise and guide the Front Office team, including Duty Managers, Guest Relations, Front Desk, Bell Desk, and Airport Representatives.
• Monitor arrivals, departures, room allocations, VIP movements, special requests, and guest preferences.
• Handle guest feedback, complaints, and service recovery effectively and ensure timely resolution.
• Coordinate closely with Housekeeping, F&B, Engineering, Security, and other departments to ensure seamless operations.
• Monitor room inventory, occupancy, room status, and operational requirements in coordination with the Rooms Division team.
• Ensure compliance with hotel policies, SOPs, brand standards, and statutory requirements.
• Drive upselling opportunities and support the achievement of departmental revenue targets.
• Conduct regular briefings, training, coaching, and performance discussions with team members.
• Ensure accurate handling of cash, billing, deposits, and other Front Office financial procedures.
• Maintain proper records and reports related to Front Office operations.
• Support the team during high-occupancy periods, VIP stays, conferences, and large-scale events.
• Ensure adherence to safety, security, hygiene, and emergency procedures within the department.

Key Competencies

• Strong leadership and people-management skills.
• Excellent communication and guest-handling abilities.
• Strong operational knowledge of Front Office functions.
• Problem-solving and decision-making skills.
• Good understanding of PMS and hotel operating systems.
• Ability to work effectively under pressure in a fast-paced luxury hospitality environment.
• Strong attention to detail and service orientation.

Qualification & Experience

• Degree in Hotel Management or a relevant hospitality qualification.
• 10–12 years of relevant Front Office experience, preferably with luxury or five-star hotels.
• Prior experience in a supervisory/managerial Front Office role is preferred.
• Strong knowledge of Front Office operations, guest relations, and Rooms Division processes.