Front Office Manager

Peninsula Grand; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Peninsula Grand in Mumbai is seeking a seasoned Front Office Manager to oversee daily operations across Reception, Bell Desk, Guest Relations and Reservations. You will ensure smooth check-in/check-out and uphold exceptional guest service standards.

Lead, train and motivate the Front Office team while coordinating with Housekeeping, F&B, Engineering, Security and Sales. Monitor room availability, VIP arrivals and guest requests, and ensure accurate registrations, billing and documentation.

Responsibilities

• Manage and supervise daily Front Office operations, including Reception, Bell Desk, Guest Relations and Reservations.
• Ensure smooth and efficient check-in and check-out procedures.
• Maintain high standards of guest service and handle guest complaints professionally.
• Supervise, train, motivate and evaluate Front Office team members.
• Prepare duty rosters, allocate responsibilities and monitor staff performance.
• Coordinate closely with Housekeeping, F&B, Engineering, Security, Sales and other departments.
• Monitor room availability, room allocation, VIP arrivals, group arrivals and special guest requests.
• Ensure accurate guest registration, billing, cashiering and front-office documentation.
• Monitor guest feedback and implement corrective actions to improve guest satisfaction.
• Ensure compliance with hotel SOPs, safety, security and grooming standards.
• Monitor Front Office revenue, upselling opportunities and departmental expenses.
• Prepare daily, weekly and monthly operational reports as required.
• Ensure proper handling of guest valuables, keys, lost & found and other security procedures.
• Be visible and available during peak operational hours to support the Front Office team.
• Ensure excellent communication and coordination between shifts.
• Handle emergency situations and bring operational issues to the management when required.

Job description

• Manage and supervise daily Front Office operations, including Reception, Bell Desk, Guest Relations and Reservations.
• Ensure smooth and efficient check-in and check-out procedures.
• Maintain high standards of guest service and handle guest complaints professionally.
• Supervise, train, motivate and evaluate Front Office team members.
• Prepare duty rosters, allocate responsibilities and monitor staff performance.
• Coordinate closely with Housekeeping, F&B, Engineering, Security, Sales and other departments.
• Monitor room availability, room allocation, VIP arrivals, group arrivals and special guest requests.
• Ensure accurate guest registration, billing, cashiering and front-office documentation.
• Monitor guest feedback and implement corrective actions to improve guest satisfaction.
• Ensure compliance with hotel SOPs, safety, security and grooming standards.
• Monitor Front Office revenue, upselling opportunities and departmental expenses.
• Prepare daily, weekly and monthly operational reports as required.
• Ensure proper handling of guest valuables, keys, lost & found and other security procedures.
• Be visible and available during peak operational hours to support the Front Office team.
• Ensure excellent communication and coordination between shifts.
• Handle emergency situations and bring operational issues to the management when required.