Front Office Manager

Lemon Tree Hotel Ranchi (A Unit of City Select Developers); Ranchi; On-site; INR 600,000 - 900,000; Full time

Job summary

The Front Office Manager at Lemon Tree Hotel, Ranchi leads the front desk and guest services, balancing service delivery with reporting and forecasting. This role requires calm leadership during check-in rushes and accurate occupancy planning, as well as responding to guest feedback with care.

The ideal candidate will have 3-5+ years in branded hotel front office, strong communication skills, and experience with PMS systems and Excel for forecasting and reporting.

Qualifications

• 3-5+ years of front office experience in a branded hotel
• Strong written and verbal communication skills
• Working knowledge of PMS software and Excel for forecasting and reporting

Responsibilities

• Oversee daily front office operations — check-in, check-out, reservations, and guest requests
• Supervise, train, and schedule GSAs and front office staff; conduct regular walkarounds to monitor real-time service quality
• Coordinate with Housekeeping, F&B, and Sales for room readiness, guest service delivery, and group/banquet-linked bookings
• Handle escalated guest complaints and service recovery directly
• Conduct performance reviews and coordinate with HR on conduct or disciplinary matters
• Maintain VIP/repeat guest history and lost & found records
• Prepare daily, weekly, and monthly occupancy forecasts using bookings, historical trends, and seasonal patterns
• Track ARR, RevPAR, and occupancy against targets, flagging deviations to the GM
• Monitor front-office operational costs against budget and contribute to monthly cost/revenue reporting

Skills

Front Office Experience

Communication skills

Forecasting

Education

Bachelor's degree in Hotel Management or related field

Tools

PMS software

Excel

Job description

Front Office Manager — Job Description

Position: Front Office Manager

Reports to: General Manager

Department: Front Office / Guest Services

Location: Lemon Tree Hotel, Ranchi

Role Summary

The Front Office Manager owns the complete front office function — from guest-facing service delivery to the reporting, forecasting, and communication work that keeps leadership informed. This role requires someone equally comfortable leading a floor team through a busy check-in rush and sitting down to build an occupancy forecast or respond to a guest review with equal care.

Key Responsibilities

Operations & Team Management

• Oversee daily front office operations — check-in, check-out, reservations, and guest requests


• Supervise, train, and schedule GSAs and front office staff; conduct regular walkarounds to monitor real-time service quality


• Coordinate with Housekeeping, F&B, and Sales for room readiness, guest service delivery, and group/banquet-linked bookings


• Handle escalated guest complaints and service recovery directly


• Conduct performance reviews and coordinate with HR on conduct or disciplinary matters

Documentation & Records

• Maintain accurate SOPs for front desk operations, cash handling, and billing


• Ensure shift handover logs, incident reports, and guest complaint records are properly filed


• Maintain VIP/repeat guest history and lost & found records


• Support security, FSSAI, and other regulatory walkthroughs relevant to front office areas

Email & Written Communication

• Manage correspondence with corporate accounts, travel agents, and group contacts on rates, availability, and confirmations


• Communicate clearly with other departments on room status, guest requests, and operational issues


• Escalate service failures in writing for management visibility and follow-up

Review Replies & Online Reputation

• Monitor and respond to guest reviews across platforms (Google, TripAdvisor, Hotels.com, EasyDiner, etc.), including service recovery responses to negative feedback


• Coordinate with GSAs on the hotel's review-generation practice, tracking staff-name mentions for performance recognition


• Identify recurring feedback themes and report actionable insights to the GM

Budget & Occupancy Forecasting

• Prepare daily, weekly, and monthly occupancy forecasts using bookings, historical trends, and seasonal patterns


• Track ARR, RevPAR, and occupancy against targets, flagging deviations to the GM


• Support rate strategy using demand pacing and channel-mix data (OTA vs. direct vs. corporate)


• Monitor front-office operational costs against budget and contribute to monthly cost/revenue reporting

Requirements

• Bachelor's degree in Hotel Management or related field preferred


• 3-5+ years of front office experience in a branded hotel, with 1-2+ years in a supervisory capacity


• Strong written and verbal communication skills — comfortable both on the floor and drafting professional correspondence/review responses


• Working knowledge of PMS software and comfort with Excel for forecasting and reporting


• Detail-oriented with genuine ownership of documentation, not just guest-facing service


• Ability to work varied shifts, including weekends and holidays