Operations Manager : Hotel & Resorts

Job Summary

The Operations Manager – Front Office is responsible for managing all front office functions, ensuring seamless guest experiences from check-in to check-out. This role focuses on guest satisfaction, team leadership, revenue optimization, and maintaining high service standards across reception, reservations, concierge, and guest relations.

Key Responsibilities:1. Front Office Operations

• Oversee daily operations of reception, reservations, concierge, and guest services
• Ensure smooth check-in/check-out processes and room allocation
• Manage room inventory, availability, and occupancy levels
• Coordinate closely with housekeeping and maintenance teams

2. Guest Experience & Service Excellence

• Ensure a warm, professional, and personalized guest experience
• Handle VIP guests, special requests, and escalated complaints
• Maintain high guest satisfaction scores and online ratings
• Implement service recovery strategies when needed

3. Team Leadership & Development

• Lead, train, and supervise front office staff (receptionists, concierge, bell desk)
• Conduct shift briefings, training sessions, and performance reviews
• Develop staff skills in guest handling, upselling, and system usage

4. Revenue & Upselling

• Maximize room revenue through upselling, cross-selling, and room upgrades
• Monitor daily arrivals, departures, and forecasts
• Work closely with revenue management and sales teams
• Ensure accurate billing and minimize revenue leakage

5. Systems & Administration

• Manage Property Management System (PMS) operations (e.g., Opera, IDS, etc.)
• Ensure accuracy in reservations, guest profiles, and billing
• Prepare daily, weekly, and monthly operational reports
• Maintain proper documentation and audit readiness

6. Compliance & Standards

• Ensure adherence to hotel SOPs, brand standards, and policies
• Maintain safety, security, and data privacy standards
• Conduct regular audits of front office operations

Key Requirements:Education:

• Bachelor’s degree in Hospitality Management or related field
• Certifications in Front Office Operations (preferred)

Experience

• 5–8 years of experience in hotel front office operations
• Minimum 2–3 years in a supervisory/managerial role

Skills

• Strong leadership and guest-handling skills
• Excellent communication and interpersonal abilities
• Proficiency in PMS systems (Opera, IDS, etc.)
• Revenue management and upselling skills
• Problem-solving and multitasking ability

Key Competencies:

• Guest-first approach
• Attention to detail
• Crisis handling and decision-making
• Team collaboration
• Professional grooming and presentation

KPIs / Performance Metrics:

• Guest satisfaction scores (GSS) / online reviews
• Check-in/check-out efficiency (TAT)
• Upselling revenue and room upgrades
• Occupancy and room yield
• Billing accuracy and audit compliance

Job Type: Full-time

Pay: ₹65,000.00 - ₹75,000.00 per month

Benefits

• Food provided
• Health insurance
• Paid time off
• Provident Fund

Work Location: In person